Business Support Specialist

About Us
We’re Extenteam, a dynamic company revolutionizing the short term vacation rental industry. Our proven business model has generated consistent revenue, and we are now expanding from a professional services model to a scalable tech-based subscription-first model.

As a scaling stage startup, we aim to grow our Monthly Recurring Revenue (MRR) to double our revenue by January 2026 by providing an AI assisted SaaS platform that works for all short term rental businesses regardless of their size.

Extenteam is on a mission to streamline and support vacation rental businesses by providing top-notch solutions, including guest communication and property management support.

We generate revenue through two primary streams:

Dedicated Team Members: Providing trained overseas talent with a recurring premium model, replacing one-time recruitment fees.
Tailwind - SaaS Platform: A guest communication Software blended with our shared services team, supporting smaller operators typically with less than 50 units - helping Extenteam increase profitability while growing our product market fit and expanding TAM and service levels.

Extenteam is a small but mighty team of 50 consisting of Sales, Partner Success, Marketing, HR & Recruiting, Engineering, Product and Admin (IT, Data etc). We are spread out across the world but we have hubs in Miami, LA, Medellin, and actively expanding into Europe. Our 50 people core team is supported by 400+ DTMs (dedicated team members) that are servicing our customers.

Our Values:

Commitment to Excellence: Continuously raising the bar and setting new standards in guest communications and service delivery. 
Exceptional Collaboration: Thriving in a fast-paced, high-performance environment built on clear communication and teamwork. 
Unified Purpose: Aligning behind a shared mission to drive success with an intense focus. One shared consciousness. 
Data-Driven Decision-Making: Prioritizing data and results over emotions when making objective, professional decisions. 
Emphasis on Details: Details matter at every level. Leaders are expected to have a deep understanding of the specifics and adopt a hands-on management style.

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 Business Support Specialist is an entry level hybrid role supporting both day to day revenue management operations and the testing of new AI powered tools and workflows. This position responds to after hours operational requests from community managers and leasing consultants, and participates in structured user acceptance testing to ensure AI features meet business requirements before launch.

This role is ideal for someone early in their career who is analytical, detail oriented, curious about AI, and comfortable working independently during US evening and weekend hours.

Your Main Responsibilities:

Key Responsibilities

After Hours Revenue Management Support

• • Respond to after hours requests such as pricing updates, exception handling, and urgent customer or partner inquiries.
  • Maintain accuracy of pricing, inventory, and configuration settings across systems.
  • Document after hours incidents and hand off updates to daytime teams.

 AI User Acceptance Testing (UAT)

• Execute UAT test cases for new AI features, tools, and automations.
• Validate AI outputs for accuracy, consistency, and alignment with business rules.
• Log defects, usability issues, and unexpected behaviors in tracking systems.
• Provide clear, structured feedback to Product, Engineering, and Data Science teams.
• Participate in regression testing before major releases.

What We’re Looking For:

Qualifications:

Education & Experience

• Bachelor’s degree in Business, Analytics, Economics, Information Systems, or related field (or equivalent experience).
• 1–3 years of experience in operations, revenue management, customer support, QA/UAT, or data analysis.
• Exposure to AI/ML concepts is a plus but not required.

Skills & Competencies

• Strong analytical and problem solving skills.
• Comfortable working independently during US evenings and weekends.
• High attention to detail and accuracy.
• Strong written communication skills, especially for documenting issues.
• Familiarity with Excel/Sheets; experience with SQL or BI tools is a plus.
• Ability to follow structured testing procedures.

Key Success Factors

• Responds quickly and accurately to after hours revenue issues.
• Provides clear, actionable feedback during AI testing cycles.
• Maintains high accuracy in pricing and configuration updates.
• Communicates effectively with cross functional teams.
• Demonstrates curiosity and a willingness to learn new tools 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.