Manager, Central Support

Job description

About Pacaso:

Pacaso exists to enrich lives by making second home ownership possible and enjoyable for more people. Our innovative co-ownership model is the easiest, smartest and most responsible way for people to experience the joy of a second home. We provide all the benefits of true ownership without the hassles through our simplified financial structure, easy and equitable scheduling, and dedicated local property management.Founded by former Zillow executives, Pacaso has facilitated over $1 billion in gross real estate transactions and service fees across more than 40 markets nationwide, as well as internationally in Paris, London, and Cabo.

We have been featured in The New York Times, Wall Street Journal, Fortune, Forbes, CNBC and more.Pacaso is a certified Great Place to Work and has received numerous accolades for its workplace culture. Fortune and Great Place To Work named Pacaso to the 2024 Best Workplaces in Real Estate list. In 2023, Pacaso was recognized as a Best Workplace in the Bay Area™, and in 2022, it ranked among the Best Medium Workplaces™, Best Workplaces for Real Estate™, and Best Workplaces for Millennials™. Additionally, Pacaso was ranked #6 on Glassdoor’s 2022 list of Best Places to Work and was one of LinkedIn’s top startups in 2022.

Overview

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.

What You’ll Do

AI-Driven Innovation & Strategy

• 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.

Data & Analytics

• 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.

SOP Development & Process Optimization

• 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.

Team Leadership & Operational Oversight

• 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.

Service Quality & Owner Experience

• 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.

About You

• 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.

Compensation

• 75-85k with equity

You’ll love working at Pacaso because of our …

• Competitive salary and stock options.
• Unlimited, flexible PTO for exempt employees.
• Excellent medical, dental and vision insurance.
• Sponsored memberships to One Medical, Ginger and Carrot.
• 401(k) to help you save for the future.
• Paid maternity and paternity leave.
• Generous home office stipend and monthly cell phone reimbursement.
• Quarterly remote team building events and L&D opportunities.

Pacaso encourages applications from people of all races, religions, national origins, genders, sexual orientations, gender identities, gender expressions and ages, as well as veterans and individuals with disabilities.