Owner Experience Agent

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
  
  

• 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)

• 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.