---
title: 'Owner Experience Agent at Pacaso'
canonical: 'https://feeny.ai/job/owner-experience-agent-pacaso-east-coast-vcnsrpz2w66d'
type: 'job'
last_seen: '2026-11-07'
---

# Owner Experience Agent at Pacaso 

- **Company:** Pacaso 
- **Location:** East Coast, United States
- **Posted:** 2026-03-12
- **Last confirmed live:** 2026-11-07
- **Apply:** https://job-boards.greenhouse.io/pacaso/jobs/5826328004

## 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.

## About Pacaso 

## Company Overview
- **One-liner**: Pacaso enables people to co-own luxury second homes through a modern, tech-enabled ownership model, making vacation home ownership accessible and hassle-free.
- **Entity Type**: Private (Series C)
- **Headquarters**: San Francisco, California, USA
- **Founded**: 2020
- **Founders**: Austin Allison (CEO & Co-Founder) and Spencer Rascoff (Co-Founder & Chairman)

## Core Business
- Primary industry: Real estate technology (PropTech) / Vacation home ownership
- Target customers: B2C consumers (affluent individuals and families seeking second home ownership)
- Mission or purpose statement: “Enrich lives by making second home ownership possible and enjoyable for more people.”

## Products & Services
- **Pacaso Co-Ownership Platform**: A tech-driven service that allows individuals to purchase a share (from 1/8 to 1/2) of a professionally managed luxury second home. The platform handles acquisition, interior design, property management, reservations, and resale. It is a service, not a timeshare — each home is owned via a separate LLC, and owners receive a deed.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (last reported valuation was over $1 billion following a Series B in 2021).
- **Key Metric**: Total Funding — $217.5 million (Series A, B, and C combined; Series C led by SoftBank Vision Fund 2 in 2022).
- **Notable Investors/Partners**: SoftBank Vision Fund 2, Global Founders Capital, Gaingels, and others. Spencer Rascoff (former Zillow CEO) is a co-founder.
- **Growth Signals**: Expanded to over 50 markets across the U.S. and launched in Europe (London office). Recognized as a Forbes Top Start-Up Employer (#5 in 2026). Certified as a Great Place to Work (2021–2024). Named to Fortune’s Best Workplaces (Real Estate #4 in 2022) and Glassdoor’s Best Places to Work.

## Competitive Advantages
- **Category Creator**: Pacaso created the modern co-ownership category for second homes, distinct from timeshares or fractional ownership. Each home is owned via a separate LLC with a deed.
- **Full-Service Tech Platform**: Handles everything from acquisition to interior design, property management, booking, and resale — removing the typical headaches of second home ownership.
- **Strong Leadership Team**: Founded by Austin Allison (entrepreneur) and Spencer Rascoff (Zillow co-founder/former CEO), bringing deep real estate and tech expertise.
- **Large Addressable Market**: Nearly 10 million second homes sit unoccupied 11 months a year in the U.S. — Pacaso unlocks underutilized inventory.

## Strategic Focus
- **Geographic Expansion**: Growing presence in the U.S. and Europe (including a London office for the European market).
- **Product & Service Innovation**: Continuously improving the co-ownership experience through technology, AI integration (“Start with AI” is a core value), and operational efficiency.
- **Brand Building**: Scaling the Pacaso brand to become a household name in second home ownership.

## Why Work Here
- **Culture & Values**: Described as a “high-energy Crew” with values including “Embrace an infinite mindset,” “Pick up the phone,” “Act with agility,” “Start with AI,” and “Empty the dishwasher” (a metaphor for humility and teamwork).
- **Remote-First**: Pacaso is an intentionally distributed company with a collaborative remote work environment. Offers time zone flexibility and a home office stipend.
- **Benefits**: Includes health coverage, 401(k), incentive stock options, wellness support, and regular All Crew meetings.
- **Recognition**: Consistently ranked as a top workplace — Forbes Top Start-Up Employers 2026 (#5), Great Place to Work-Certified (2021–2024), Fortune Best Workplaces (Real Estate #4 in 2022), Glassdoor’s Best Places to Work.
- **Growth Opportunity**: Fast-growing startup with seasoned leadership; employees report high autonomy, impact, and the chance to do “the best work of their career.”
- **Diversity & Inclusion**: Quarterly All Crew diversity conversations, equitable hiring initiatives, and a commitment to building inclusive experiences.

## Sources
1. [Pacaso About Page](https://www.pacaso.com/about)
2. [Pacaso Careers Page](https://www.pacaso.com/careers)
3. [Pacaso Blog - Working at Pacaso](https://www.pacaso.com/blog/working-at-pacaso)
4. [Greenhouse Job Board](http://job-boards.greenhouse.io/pacaso)
5. [Pacaso Homepage](https://www.pacaso.com/)

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