Owner Experience Agent

About Pacaso Pacaso exists to enrich lives by making second home ownership possible and enjoyable for more people. We've reimagined the second home category — pairing a thoughtfully designed co-ownership model with simplified financials, equitable scheduling, and dedicated local property management, so owners get the joy of a true second home without the hassle. Since launch, Pacaso has facilitated more than $1.2 billion in gross real estate transactions and service fees across 40+ destinations in the U.S., Mexico, and Europe — including Aspen, Lake Tahoe, Napa, Malibu, Palm Springs, Cabo, Paris, London, and most recently Florence, Milan, and Rome. We've raised over $300 million in cumulative equity funding , closed the largest real estate Regulation A+ offering of 2025, and reserved the Nasdaq ticker PCSO as we build toward a public listing. Our work has been featured in The New York Times, The Wall Street Journal, Fortune, Forbes, CNBC, Bloomberg, and others. Recognition We're a Certified Great Place to Work and have been honored for both our culture and our category-defining work: No. 5, Forbes America's Best Startup Employers (2026) — our second consecutive Top 10 ranking Newsweek's America's Greatest Startup Workplaces (2025) Winner, 2025 Inman Best of Proptech Awards — Consumer Experience & Marketplace Innovation Fortune & Great Place To Work Best Workplaces in Real Estate (2024) Best Workplace in the Bay Area (2023) LinkedIn Top Startup (2022) Glassdoor Best Places to Work, #6 (2022) Owner Experience Agent 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) Working Hours Hours (Two schedule options to choose from) after training. Some flexibility will be required based on coverage needs. Option 1: Monday - 8am ET - 7pm ET Tuesday - 6am ET - 5pm ET Wednesday - Off Thursday - Off Friday - 6am ET - 5pm ET Saturday - 6am ET - 5pm ET Sunday - Off Option 2: Monday - 8am ET - 5pm ET Tuesday - 6am ET - 3pm ET Wednesday - Off Thursday - 8am ET - 4pm ET Friday - 6am ET - 3pm ET Saturday - 6am ET - 3pm ET Sunday - Off Compensation $80k salary with equity (RSU's) Why You’ll Love Working Here We invest in our Crew the way we invest in our homes — thoughtfully, generously, and with care. Competitive base salary and meaningful equity — every Crew member shares in what we're building Discretionary time off — take the rest you need, when you need it Premium medical, dental, and vision coverage for you and your family Sponsored memberships to One Medical, Peloton, and WellHub for whole-person, modern healthcare 401(k) to help you build long-term security Paid parental leave for primary and secondary caregivers Home office stipend and a monthly internet and cell phone reimbursement to set you up for great remote work Quarterly team gatherings and ongoing learning and development investment Our Commitment Pacaso is proud to be an equal opportunity employer. We welcome applicants of every race, religion, national origin, gender, sexual orientation, gender identity, gender expression, age, ability, and background — including veterans and individuals with disabilities. We believe a Crew as diverse as the owners we serve makes Pacaso stronger, and we're committed to building a workplace where every voice belongs. #J-18808-Ljbffr Pacaso