Support Helpdesk Business Specialist

📋 Description

• • Join Extenteam, a rapidly growing innovator in the short-term vacation rental industry, as a Support Helpdesk Business Specialist. We are transitioning from a professional services model to a scalable, tech-based subscription-first approach, aiming to double our Monthly Recurring Revenue (MRR) by January 2026 through our AI-assisted SaaS platform, Tailwind. This role is crucial in supporting our property management clients, ensuring seamless operations and exceptional service delivery.
• • In this pivotal role, you will act as a key liaison between our clients and internal operations, focusing on the intricate details of property management business practices. Your primary responsibility will be to perform in-depth analysis and review of client business practices, ensuring all requests are handled in strict accordance with Extenteam's operational guidelines. This involves a deep dive into their workflows to identify areas for improvement and ensure adherence to best practices.
• • A significant aspect of your role will involve managing pricing approvals and modifications. You will be empowered to approve and adjust pricing structures when appropriate, demonstrating a keen understanding of business needs and market dynamics. This requires a data-driven approach, ensuring that pricing strategies align with client profitability and Extenteam's revenue goals.
• • You will also be responsible for the meticulous review of applicant files for our property management clients. This includes verifying that all necessary requirements are met before approving and signing leases. Your attention to detail will be paramount in ensuring compliance and facilitating smooth onboarding processes for new tenants or property occupants.
• • A critical function of this position is the ability to override screening decisions when necessary. This requires sound judgment and a business-oriented perspective to address instances of false positives in screening reports or to make the right business decision that benefits both the client and the tenant, ensuring fairness and efficiency.
• • Furthermore, you will conduct thorough analyses of any ledger corrections related to rent payments and other financial transactions. This involves ensuring accuracy and transparency in financial records, addressing discrepancies, and maintaining the integrity of the client's accounting systems.
• • Ensuring the timely and accurate processing of applicant deposit refunds is another key responsibility. You will manage the refund process, ensuring that all eligible deposit refunds are processed within the allowed parameters, upholding client trust and adhering to contractual obligations.
• • You will collaborate closely with various internal and external stakeholders, including Revenue Management, the Entrata Support Group, Regional Property Managers, Area Vice Presidents, and other business owners. This cross-functional partnership is essential for analyzing and approving diverse aspects of the client's business operations and for tackling other required tasks, fostering a cohesive and effective operational environment.
• • Extenteam fosters a unique leadership philosophy inspired by Airbnb's "founder mode," emphasizing a hands-on, visionary, and customer-centric approach. We value commitment to excellence, exceptional collaboration, a unified purpose, data-driven decision-making, and an emphasis on details. This role is an opportunity to contribute to a dynamic startup environment where your contributions directly impact our growth and success.
• • As part of a small but mighty global team of 50, you will work alongside dedicated professionals in Sales, Partner Success, Marketing, HR & Recruiting, Engineering, Product, and Admin. You will be instrumental in supporting our mission to streamline and support vacation rental businesses, contributing to both our dedicated team member services and our innovative Tailwind SaaS platform. Your role is vital in enhancing profitability, expanding market reach, and elevating service levels within the short-term rental ecosystem.