Review Management 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: 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. W hat 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.