Resident Support Specialist

📋 Description

• • Join Extenteam, a rapidly growing innovator in the short-term vacation rental industry, as a Resident Support Specialist. We are transforming the industry from a professional services model to a scalable, tech-based, subscription-first approach, aiming to double our revenue by January 2026 through our AI-assisted SaaS platform. Our mission is to streamline and support vacation rental businesses with top-notch solutions, including guest communication and property management support. We operate with two revenue streams: providing dedicated, trained overseas talent through a recurring premium model, and our SaaS platform, Tailwind, which blends guest communication software with shared services for smaller operators. Extenteam is a dynamic, global team of 50 core members, supported by over 400 dedicated team members, with hubs in Miami, LA, and Medellin, and an expanding presence in Europe.
• • Our core values—Commitment to Excellence, Exceptional Collaboration, Unified Purpose, Data-Driven Decision-Making, and Emphasis on Details—guide our operations and foster a high-performance culture. We embrace a leadership philosophy inspired by Airbnb's "founder mode," characterized by a hands-on, visionary approach focused on innovation, product excellence, and customer-centricity. This means we encourage proactive problem-solving, direct involvement, and a collaborative spirit.
• • In this crucial role, you will be a key member of our centralized Resident Support team, directly contributing to resident retention for one of our property management clients. You will manage a portfolio of apartment communities, delivering world-class support to residents. Your primary focus will be on ensuring resident satisfaction and achieving renewal goals through proactive engagement and problem-solving.
• • Your main responsibilities will encompass Renewal Management. This involves proactively reaching out to residents within your assigned portfolio to discuss lease renewals, clearly communicating renewal options, lease terms, and any rent adjustments. You will be adept at addressing resident concerns and objections, skillfully negotiating lease terms within established guidelines to maximize retention rates, and ensuring the timely and efficient processing of all lease renewals.
• • You will also be the primary point of contact for Customer Service inquiries. This includes responding promptly and professionally to resident communications via phone, email, and other channels. You will provide timely and accurate information regarding lease agreements, community policies, and any other resident-related matters. Your role will involve assisting residents with the move-out process, ensuring a smooth and positive transition, and verifying that residents maintain compliance with renter's insurance requirements. For complex issues, you will effectively escalate them to the appropriate on-site team members for resolution.
• • We are looking for individuals who are dedicated to exceeding the expectations of our internal and external customers. You should possess strong verbal and written communication skills, with the ability to convey information and explain processes clearly. A collaborative spirit is essential, as you will work cooperatively and effectively with others, fostering a supportive environment to achieve both individual and team objectives. Initiative is key; we want someone who takes proactive steps to address issues and improve processes. Adaptability is also crucial, as you will need to adjust quickly to changing priorities and technologies within our fast-paced environment.
• • This role requires a high school diploma or equivalent. You must have a solid background in customer service, with a proven ability to manage resident inquiries and concerns effectively. Proficiency in Microsoft Office Suite (Outlook, Excel, Power BI) is necessary, and experience with property management software is a significant advantage. You should be comfortable working independently while also being a strong team player, embodying our values of excellence, collaboration, and a unified purpose. Your attention to detail will be paramount in managing resident portfolios and ensuring all processes are handled meticulously. This is an opportunity to make a tangible impact on resident satisfaction and contribute directly to the success of our clients and Extenteam's growth.