Support Helpdesk 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:

The work will involve a lot of data and document pulling, so strong Entrata knowledge would be preferred. They’ll need to know how to navigate Entrata and locate and pull things like resident applications, leases and addendums, income/supporting documents, ledgers, screening information, activity notes, and other resident documentation as requested.

We are looking for someone who is comfortable working in Entrata, detail-oriented, organized, and able to work through requests independently once trained.

Your Main Responsibilities:

• Perform analysis and review of business practices and completes requests appropriately meeting our Operations guidelines.
• Approve and change pricing when appropriate
• Review applicant files, ensure all requirements are met, and sign leases.
• Override screening in instances of false positive or if it’s the right business decision.
• Analyze any ledger corrections to the rent and other items.
• Ensure all applicant deposit refunds are done timely within the allowed parameters for full deposit refund.
• Partner with Revenue Management, Entrata Support Group, Regional Property Managers, Area Vice Presidents, and other business owners to analyze and approve various aspects of our business and other tasks as required.

What We’re Looking For:

• Superior attention to detail.
• Ability to navigate a computerized data entry system or other relevant applications.
• Dependability and proven ability to work independently.
• The ability to work in a fast-paced environment
• History of building strong relationships with team members working in different locations.
• Advanced written and oral communication skills.
• Intermediate to Advanced skill set with Microsoft Office Suite, Entrata, PowerBI
• Bachelor’s Degree in a related field of study or equivalent relevant experience
• At least, 1-3 years of related experience.
• Must be able to work one weekend day. Schedule may be flexible in the future.

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.