Manager of Central Support, Pacaso
$75-85k
+ Equity
Technology-enabled real estate marketplace
Open for applications
Technology-enabled real estate marketplace
101-200 employees
Open for applications
$75-85k
+ Equity
101-200 employees
Company mission
To empower people to own a share of a second home, from 1/8 to 1/2, and experience true real estate ownership.
Role
Who you are
- 5+ years in customer experience or service operations, including 2+ years leading teams in high-growth or startup environments
- Demonstrated experience with AI or automation tools in customer support settings
- Exceptional analytical and strategic thinking skills; fluent in using data to inform decisions, drive performance, and build business cases
- Proven experience developing and implementing SOPs and scalable training programs
- Strong communicator who can translate complex operational insights into clear plans and cross-functional alignment
- Comfortable navigating ambiguity and scaling solutions in a fast-paced, evolving environment
- Experienced collaborator across Product, Engineering, and Ops teams; can drive momentum on systems, tooling, and feature improvements
- Passionate about customer service and committed to delivering consistent, high-quality owner experiences
- Proficiency with Salesforce Service Cloud, Google Sheets, and BI tools (e.g., Looker, Tableau, or similar) is preferred
- Experience in the hospitality, residential property, or real estate tech sectors is a plus
What the job involves
- As the Manager of Central Support, you will drive the next evolution of Pacaso’s global 24/7/365 service organization
- In this role, you’ll lead a high-performing team focused on delivering exceptional support to Pacaso owners and internal crew, while spearheading the integration of AI tools, data insights, and operational best practices
- You will be responsible for building scalable systems, developing SOPs, and leveraging data to enhance performance and efficiency
- This role requires a forward-thinking leader with a passion for service, strong analytical chops, and a knack for innovation
- Champion the adoption and evolution of AI tools, including Pacaso’s in-app AI Concierge, to enhance service capabilities and streamline workflows
- Identify opportunities to automate routine tasks and improve first-response resolution through AI-powered systems in partnership with Product, Engineering, Market Ops, and Marketing
- Lead AI readiness efforts, including team training, change management, and seamless integration into daily operations
- Analyze support and operational data to identify trends, performance gaps, and resourcing opportunities
- Build and maintain dashboards to inform staffing, SLA performance, and workload balancing
- Use data to drive strategic decisions and share actionable insights with leadership
- Own the creation and continuous improvement of SOPs to drive consistency, efficiency, and quality
- Partner cross-functionally to streamline workflows and adapt to evolving business needs
- Maintain a centralized knowledge base to ensure documentation is current and accessible
- Lead a global team of agents and contractors with a focus on accountability, performance, and development
- Oversee daily operations to ensure timely, empathetic responses across all support channels
- Support execution of a scalable 24/7 staffing strategy aligned with team capacity and growth
- Manage the Central Support budget and contribute to headcount planning
- Maintain high service standards and establish clear escalation paths for urgent or complex issues
- Personally support high-touch owner requests and team escalations (~5–10 hours/week) as a player-coach
- Create feedback loops to ensure frontline insights inform service and product improvements
Our take
Second home ownership has traditionally been a privilege of the wealthy, due to the costs involved in purchasing and maintaining an additional property. However, the vast majority of the 100M second homes worldwide sit empty 10 to 11 months a year.
Seizing this opportunity, Pacaso seeks to give more people a chance at second home ownership with a unique co-ownership model, which allows individuals to purchase fractions of a property, benefit from it as guests and rent it out to generate additional income.
The business has grown exponentially since its founding in October 2020. According to Crunchbase, it's achieved Unicorn status faster than any other company. In its first six months of operation, Pacaso received more than 60,000 requests and assisted 100 purchases. This impressive trajectory not only highlights its strong market demand but also positions the company for a successful journey ahead.
Steph
Company Specialist at Welcome to the Jungle
Insights
-37% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2021
$125m
SERIES C
Mar 2021
$75m
SERIES B
Total funding: $217m
Company benefits
- Health, vision and dental coverage
- 401k
- Incentive stock options
- Home office reimbursement
- Monthly cell phone reimbursement
- Maternity/paternity leave
Company HQ
SoMa, San Francisco, CA
Leadership
Austin Allison
(Co-Founder & CEO)Having studied Law at the University of Cincinnati, Austin worked as a Real Estate Manager for over 9 years before founding dotloop in 20019 and Zillow Group in 2015. They combined their entrepreneurial and real estate experience to co-found Pacaso in 2020.
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