Owner Experience Agent
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 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
Hours (Two schedule options to choose from) after training. Some flexibility will be required based on coverage needs.
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)