Resident Support Specialist

About Extenteam

Extenteam is the AI-driven operations platform for short-term rental property management, headquartered in Miami and founded in 2021. Our platform, Shared Services, handles guest communication and daily operational workflows for 80,000+ properties by pairing an AI orchestration layer with a shared-services team of hospitality-trained specialists, so no guest inquiry goes unanswered, day or night, and no property manager has to staff for the 2am cancellation themselves.

We're industry-only: every workflow, integration, and agent we hire is built around property management specifically, not bolted on from a generalist platform. As we push more of that platform toward AI-led automation and self-serve tools, the software our own Shared Services team works in every day has to keep pace, that's this role.

Our Leadership Philosophy

Our company embraces a management style inspired by the ideals of "founder mode," as championed by Airbnb’s Brian Chesky. This means a hands-on, visionary approach to leadership, with a relentless focus on innovation, product excellence, and customer-centric decision-making. We encourage proactive problem-solving, direct involvement in key initiatives, and a collaborative, high-performance culture.

To learn more about the "founder mode" philosophy and how it shapes our operations, you can explore this link . Understanding this mindset will provide valuable context for how we operate and what we value in our team members.

What This Role Is About:

We are looking for a Resident Support Specialist for a Property management client of ours. The Resident Support Specialist is a key member of the centralized Resident Support team focused on resident retention. This customer service-oriented role requires managing a portfolio of superb apartment communities and providing world-class support to residents. You will oversee inquiries regarding lease renewals, move-outs, renter's insurance, and general resident concerns. This role is for a problem-solver who can work both independently and collaboratively, empowering you to ensure resident satisfaction and achieve renewal goals.

Your Main Responsibilities:

Renewal Management:

- Proactively contact residents within your assigned portfolio to discuss lease renewals.

- Effectively communicate renewal options, lease terms, and rent increases.

- Address resident concerns and objections regarding renewals.

- Negotiate lease terms within established guidelines to maximize retention rates.

- Ensure timely processing of lease renewals.

Customer Service:

- Respond to resident inquiries via phone, email, and other communication channels.

- Provide timely and accurate information regarding lease agreements, community guidelines, and other resident concerns.

- Assist residents with move-out procedures and ensure a smooth transition.

- Ensure residents remain in compliance with our renter's insurance requirements.

- Escalate complex issues to the appropriate on-site team members.

What We’re Looking For:

- A high school diploma or equivalent is required.

- A candidate must have a background in customer service with a strong emphasis on verbal and written communication.

- Customer Focus: Dedicated to exceeding the expectations of our internal and external customers.

- Systems: Proficient in Microsoft Office Suite (Outlook, Excel, Power BI). Experience with Property Management software is a plus.

- Communication: Effectively conveys information and explains processes clearly in writing and verbally.

- Collaboration: Teamwork is at the heart of our operations. You'll work cooperatively and effectively with others, fostering a supportive and collaborative work environment to achieve individual and team goals.

- Initiative: Takes proactive steps to address issues and improve processes.

- Adaptability: Adjusts quickly to changing priorities and technologies.

Technical Requirements:

- Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)

- i5 11th Gen or higher

- Windows 11 / MacOS Catalina or higher

- Minimum of 8 GB RAM

- Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)

- Back-ups in case of power or internet provider interruptions

- Good headset and webcam (preferably noise-canceling headset)

Why You’ll Love Working with Us:

- Competitive Salary — We offer a competitive salary that reflects the candidate’s experience, skills, and responsibilities.

- Remote Work — This role is 100% remote, allowing flexibility and eliminating daily commute.

- Paid Time Off — Standard leave entitlements (vacation, sick leave, vacation leave) for rest and well-being.

- HMO Coverage — Company-provided HMO plan, offering access to medical services via accredited hospitals and clinics under a Health Maintenance Organization. This helps ensure employees have access to routine checkups, consultations, and coverage for medical care.