Review Management Specialist

Job description

**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](https://www.businessinsider.com/airbnb-ceo-brian-chesky-what-founder-mode-really-means-2024-10). 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 **Review Management Specialist** for one of our property management client. **Your Main Responsibilities:** - Own guest review monitoring and response workflows across relevant channels and platforms. - Contact guests by phone or email when needed to de-escalate concerns, resolve issues, and improve review outcomes. - Use empathy, professionalism, and strong communication skills to handle sensitive guest situations. - Follow a structured review management process, track outcomes, and support incentives or service recovery steps where appropriate. **What We’re Looking For:** - Guest Services background. - Review management or online reputation management. - Excellent written and verbal English - Excellent communicator, calm under pressure, customer-service oriented, and experienced in hospitality, guest communication, or reputation management. **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.