Role Description

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)

Benefits

• 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