Owner Experience Agent

Pacaso•Dover, NH

2d•Remote

About The Position

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. In a 24/7 support environment, the role supports approximately 2,000 owners and serves as the first point of contact for inquiries, issues, and stay-related needs. Agents diagnose concerns, resolve most issues remotely, and coordinate with other teams when needed while retaining ownership through resolution. The position requires participation in shift coverage, including weekends, holidays, and on-call rotations. After training, employees may choose between two schedules, with some flexibility required to meet coverage needs. Pacaso offers a salary of $80,000 with equity (RSUs).

Requirements

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.
Comfort working shifts in a 24/7 support environment.

Responsibilities

Serve as the primary point of contact for owner inquiries.
Deliver empathetic, confident, personalized service aligned with Pacaso’s luxury standards.
Take end-to-end ownership of cases, communicating clearly and ensuring resolution.
Document owner preferences, history, and case notes to provide continuity across shifts.
Build trusted, long-term owner relationships through proactive updates and follow-through.
Troubleshoot home systems and operational issues using playbooks and home-specific knowledge.
Resolve most issues without escalation.
Partner with downstream teams, including Asset Management, Accounting, Legal, and Experience Managers, while remaining accountable 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.
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 improving workflows, playbooks, and service standards.
Uphold Pacaso’s luxury brand standards in every interaction.