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 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