Owner Experience Agent at Pacaso

United States

<div class="content-intro"><h2><strong>About Pacaso</strong></h2> <p>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.</p> <p>Since launch, Pacaso has facilitated more than <strong>$1.2 billion in gross real estate transactions and service fees</strong> across <strong>40+ destinations</strong> 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 <strong>$300 million in cumulative equity funding</strong>, closed the largest real estate Regulation A+ offering of 2025, and reserved the Nasdaq ticker <strong>PCSO</strong> as we build toward a public listing.</p> <p>Our work has been featured in <em>The New York Times</em>, <em>The Wall Street Journal</em>, <em>Fortune</em>, <em>Forbes</em>, <em>CNBC</em>, <em>Bloomberg</em>, and others.</p> <h2><strong>Recognition</strong></h2> <p>We're a Certified Great Place to Work and have been honored for both our culture and our category-defining work:</p> <ul> <li>No. 5, Forbes America's Best Startup Employers (2026) — our second consecutive Top 10 ranking</li> <li>Newsweek's America's Greatest Startup Workplaces (2025)</li> <li>Winner, 2025 Inman Best of Proptech Awards — Consumer Experience &amp; Marketplace Innovation</li> <li>Fortune &amp; Great Place To Work Best Workplaces in Real Estate (2024)</li> <li>Best Workplace in the Bay Area™ (2023)</li> <li>LinkedIn Top Startup (2022) · Glassdoor Best Places to Work, #6 (2022)</li> </ul></div><h2><strong>Owner Experience Agent</strong></h2> <p>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.</p> <p>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.</p> <p>&nbsp;</p> <p><strong>Core Responsibilities</strong></p> <p>Owner Relationship Management &amp; Case Ownership</p> <ul> <li>Serve as the primary point of contact for all owner inquiries</li> <li>Deliver empathetic, confident, and personalized service aligned with Pacaso’s luxury standards</li> <li>Take end-to-end ownership of cases, ensuring clear communication and resolution</li> <li>Maintain detailed documentation of owner preferences, history, and case notes to ensure seamless continuity across shifts</li> <li>Build trusted, long-term relationships through proactive updates and consistent follow-through</li> </ul> <p>Issue Resolution &amp; Stay Support</p> <ul> <li>Troubleshoot home systems and operational issues using playbooks and home-specific knowledge</li> <li>Resolve the majority of issues without escalation</li> <li>Partner with downstream teams (Asset Management, Accounting, Legal, Experience Managers, etc.) when needed, maintaining accountability for outcomes</li> <li>Provide real-time support during owner stays, including urgent maintenance, housekeeping coordination, access needs, and concierge-style requests</li> <li>Remain calm and solution-oriented during high-pressure in-stay situations</li> </ul> <p>Operating Standards</p> <ul> <li>Meet or exceed service-level expectations for responsiveness, resolution time, and owner satisfaction</li> <li>Participate in 24/7 shift coverage, including weekends, holidays, and on-call rotations</li> <li>Contribute to continuous improvement of workflows, playbooks, and service standards</li> <li>Uphold Pacaso’s luxury brand standards in every interaction<br><br></li> </ul> <p><strong>Qualifications</strong></p> <ul> <li>3–5+ years of experience in hospitality, luxury property management, concierge services, or high-end customer support</li> <li>Experience supporting high-value clients or owners with elevated expectations</li> <li>Strong troubleshooting and critical-thinking skills</li> <li>Calm, professional presence under pressure</li> <li>Excellent written and verbal communication skills</li> <li>Comfortable working in a 24/7 support environment (shift work)</li> </ul> <p><strong>Working Hours</strong></p> <ul> <li> <p>Hours (Two schedule options to choose from) after training.&nbsp; Some flexibility will be required based on coverage needs.</p> <strong><br></strong> <ul> <li>Option 1:&nbsp;</li> <ul> <li>Monday - 8am ET - 7pm ET</li> <li>Tuesday - 6am ET - 5pm ET</li> <li>Wednesday - Off</li> <li>Thursday - Off</li> <li>Friday - 6am ET - 5pm ET</li> <li>Saturday - 6am ET - 5pm ET</li> <li>Sunday - Off</li> </ul> </ul> <strong><br></strong> <ul> <li>Option 2: <ul> <li>Monday - 8am ET - 5pm ET</li> <li>Tuesday - 6am ET - 3pm ET</li> <li>Wednesday - Off</li> <li>Thursday - 8am ET - 4pm ET</li> <li>Friday - 6am ET - 3pm ET</li> <li>Saturday - 6am ET - 3pm ET</li> <li>Sunday - Off</li> </ul> </li> </ul> </li> </ul> <p><strong>Compensation</strong></p> <ul> <li>$80k salary with equity (RSU's)</li> </ul> <p><br><br></p><div class="content-conclusion"><h2><strong>Why You'll Love Working Here</strong></h2> <p>We invest in our Crew the way we invest in our homes — thoughtfully, generously, and with care.</p> <ul> <li><strong>Competitive base salary and meaningful equity</strong> — every Crew member shares in what we're building</li> <li><strong>Discretionary time off</strong> — take the rest you need, when you need it</li> <li><strong>Premium medical, dental, and vision coverage</strong> for you and your family</li> <li><strong>Sponsored memberships</strong> to One Medical, Peloton, and WellHub for whole-person, modern healthcare</li> <li><strong>401(k)</strong> to help you build long-term security</li> <li><strong>Paid parental leave</strong> for primary and secondary caregivers</li> <li><strong>Home office stipend</strong> and a monthly internet and cell phone reimbursement to set you up for great remote work</li> <li><strong>Quarterly team gatherings</strong> and ongoing learning and development investment</li> </ul> <h2><strong>Our Commitment</strong></h2> <p>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.</p> <p>&nbsp;</p></div>