[Hiring] Owner Experience Agent @Pacaso

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)

Working Hours

• 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)

Benefits

• 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.