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 troubleshooti