Owner Experience Agent

Pacaso; Lorton (VA); Remote; USD 68,000 - 104,000; Full time

Benefits offered by this job

Equity (RSUs)

Remote work stipend

401(k) plan

Premium medical, dental, and vision

Home office stipend

Job summary

Pacaso is seeking an Owner Experience Agent to deliver concierge-level service to our luxury homeowner community. You will be the first point of contact across phone, email, chat, and text, handling approximately 2,000 owners with empathy and attention to detail.

Operating in a 24/7 support environment, you will diagnose concerns, resolve most issues remotely, and coordinate with cross-functional teams to ensure seamless ownership experiences.

Qualifications

• 3–5+ years 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.

Responsibilities

• 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 for continuity.
• Build trusted relationships through proactive updates and follow-through.
• Troubleshoot home systems and operational issues using playbooks and home-specific knowledge.
• Coordinate with Asset Management, Accounting, Legal, and Experience Managers as needed.
• Provide real-time support during owner stays, including maintenance and concierge requests.
• Meet or exceed service-level expectations and participate in 24/7 shift coverage.

Skills

Hospitality experience

High-end service

Communication

Owner relationship

Job description

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
  • 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)

Why You’ll Love Working Here

We invest in our Crew the way we invest in our homes — thoughtfully, generously, and with care.

• 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.