Loss Prevention & Claims Manager

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:

We’re looking for a proactive, detail-oriented Loss Prevention & Claims Manager for one of our clients to help protect company assets, reduce financial exposure, and improve incident response. This role is responsible for remote monitoring of security systems, managing disturbance response workflows, documenting incidents, and leading the claims process for property damages. You’ll collaborate closely with their Operations, Guest Experience, Maintenance, Cleaning, and Field Teams to ensure swift action and accurate reporting.

Your Main Responsibilities:

• Monitor security systems remotely, including cameras and noise monitoring devices
• Review alerts and footage, determine severity, and escalate when necessary
• Notify guests of disturbances and issue warnings as required
• Coordinate swift actions, including dispatching security or alerting internal teams

• Create and file detailed reports based on security breaches and incident alerts
• Compile supporting evidence (timestamps, screenshots, video clips, device logs)
• Maintain clear documentation of guest communications and escalation steps

• File damages and claims based on feedback and documentation from operations teams
• Track claims through completion and ensure timely follow-through
• Support internal departments by ensuring claim evidence is complete and aligned with requirements

• Communicate and coordinate with internal teams to respond quickly and effectively
• Help identify trends and recommend improvements to reduce repeat incidents and prevent loss

What We’re Looking For:

• Strong communication skills (written and verbal) with the ability to stay calm under pressure
• Excellent attention to detail and ability to document incidents clearly and thoroughly
• Comfort working with security tools and monitoring platforms (CCTV, noise monitoring, smart home alerts, access logs)
• Strong organizational skills and ability to manage multiple reports and claims simultaneously
• Professional judgment and decision-making in fast-moving situations
• Team-first mindset and ability to collaborate across departments

Technical Proficiency

• Experience with CRM tools such as HubSpot, Vintory, or Front.
• Proficient in Google Workspace or Microsoft Office Suite.
• Strong reporting and data analysis capabilities (Sheets, Excel).

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.