Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

System Level Troubleshooting Cross-Functional Collaboration Standard Operating Procedure Short Message Peer-To-Peer Social Accountability Shift Scheduling Brand Management Dispute Management Continuous Improvement Process Privileged Access Management Help Desk Support Online Communication

Other Skills

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Relationship Management
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Remote Troubleshooting
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Calmness Under Pressure
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Non-Verbal Communication
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Professionalism
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Teamwork
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Critical Thinking
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Detail Oriented
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Empathy
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Problem Solving

Roles & Responsibilities

3–5+ years of experience in hospitality, luxury property management, concierge services, or high-end customer support
Experience supporting high-value clients or owners with elevated expectations
Strong troubleshooting and critical-thinking skills
Comfortable working in a 24/7 support environment (shift work)

Requirements:

Serve as the primary point of contact for all owner inquiries, delivering empathetic, confident, and personalized service aligned with Pacaso’s luxury standards
Take end-to-end ownership of cases, ensuring clear communication and resolution, and maintain detailed documentation of owner preferences, history, and case notes
Troubleshoot home systems and operational issues using playbooks and home-specific knowledge, resolving the majority of issues without escalation and coordinating with downstream teams when needed
Provide real-time support during owner stays, including urgent maintenance, housekeeping coordination, access needs, and concierge-style requests, while remaining calm under pressure

Pacaso

Real Estate Management & Development

About Pacaso

Pacaso is a service that creates a more accessible category of second-home ownership. The company helps people buy and own a second home through a property-specific LLC, and reduces the cost and hassle of ownership. Pacaso manages the property and uses proprietary technology to make scheduling easy. Pacaso was founded by Zillow executives, including co-founder and former CEO Spencer Rascoff and founder and former CEO of dotloop, Austin Allison. The company raised $17 million in Series A funding from leading venture capital firms such as Maveron, Crosscut and Global Founders Capital. Additionally, Pacaso has secured $250 million in debt financing to purchase shares of homes.

Company type: Scaleup

Industry: Real Estate Management & Development

Founded: 2018

Company size: 51 - 200

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Job description

About Pacaso:
Pacaso exists to enrich lives by making second home ownership possible and enjoyable for more people. Our innovative co-ownership model is the easiest, smartest and most responsible way for people to experience the joy of a second home. We provide all the benefits of true ownership without the hassles through our simplified financial structure, easy and equitable scheduling, and dedicated local property management.Founded by former Zillow executives, Pacaso has facilitated over $1 billion in gross real estate transactions and service fees across more than 40 markets nationwide, as well as internationally in Paris, London, and Cabo.

We have been featured in The New York Times, Wall Street Journal, Fortune, Forbes, CNBC and more.Pacaso is a certified Great Place to Work and has received numerous accolades for its workplace culture. Fortune and Great Place To Work named Pacaso to the 2024 Best Workplaces in Real Estate list. In 2023, Pacaso was recognized as a Best Workplace in the Bay Area™, and in 2022, it ranked among the Best Medium Workplaces™, Best Workplaces for Real Estate™, and Best Workplaces for Millennials™. Additionally, Pacaso was ranked #6 on Glassdoor's 2022 list of Best Places to Work and was one of LinkedIn's top startups in 2022.

The Owner Experience Agent is the front line of the Pacaso owner journey, delivering high-touch, concierge-level service across phone, email, chat, text, and AI-supported channels.

Operating within a 24/7 support environment, this role supports approximately 2,000 owners and serves as the first point of contact for all inquiries, issues, and stay-related needs. Agents diagnose concerns, resolve the majority remotely, and coordinate cross-functionally when necessary — maintaining full ownership through resolution.

Core Responsibilities

Owner Relationship Management & Case Ownership

Serve as the primary point of contact for all owner inquiries
Deliver empathetic, confident, and personalized service aligned with Pacaso’s luxury standards
Take end-to-end ownership of cases, ensuring clear communication and resolution
Maintain detailed documentation of owner preferences, history, and case notes to ensure seamless continuity across shifts
Build trusted, long-term relationships through proactive updates and consistent follow-through

Issue Resolution & Stay Support

Troubleshoot home systems and operational issues using playbooks and home-specific knowledge
Resolve the majority of issues without escalation
Partner with downstream teams (Asset Management, Accounting, Legal, Experience Managers, etc.) when needed, maintaining accountability for outcomes
Provide real-time support during owner stays, including urgent maintenance, housekeeping coordination, access needs, and concierge-style requests
Remain calm and solution-oriented during high-pressure in-stay situations

Operating Standards

Meet or exceed service-level expectations for responsiveness, resolution time, and owner satisfaction
Participate in 24/7 shift coverage, including weekends, holidays, and on-call rotations
Contribute to continuous improvement of workflows, playbooks, and service standards
Uphold Pacaso’s luxury brand standards in every interaction

Qualifications

3–5+ years of experience in hospitality, luxury property management, concierge services, or high-end customer support
Experience supporting high-value clients or owners with elevated expectations
Strong troubleshooting and critical-thinking skills
Calm, professional presence under pressure
Excellent written and verbal communication skills
Comfortable working in a 24/7 support environment (shift work)

You’ll love working at Pacaso because of our ...

Competitive salary and stock options.
Unlimited, flexible PTO for exempt employees.
Excellent medical, dental and vision insurance.
Sponsored memberships to One Medical, Ginger and Carrot.
401(k) to help you save for the future.
Paid maternity and paternity leave.
Generous home office stipend and monthly cell phone reimbursement.
Quarterly remote team building events and L&D opportunities.

Pacaso encourages applications from people of all races, religions, national origins, genders, sexual orientations, gender identities, gender expressions and ages, as well as veterans and individuals with disabilities.

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