CENTRAL SUPPORT MANAGER - Pacaso : Job Details

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.About the OpportunityAs the Central Support Manager, your main responsibility is ensuring our Central Support Agents provide excellent support to internal constituents and external customers. You lead a team of Central Support Agents, both full-time employees and contract workers, motivating them in our goal for excellence. You build operational standards, while strengthening team culture, driving owner happiness, and promoting the success of your team.What you will do

• Oversee day-to-day operations of the Central Support team, including triaging owner requests, addressing tickets, and providing support to Central Support Agents.
• Coach and mentor team members with a focus on professional development and proactive problem-solving.
• Monitor the quality of interactions and provide coaching and feedback to team members, ensuring accountability to team standards and expectations.
• Partner with the Director of Central Support to develop metrics that measure the growth and performance of the team; provide regular reports.
• Cultivate an environment in which team members are engaged and performing strongly.
• Gather and summarize relevant data, suggesting improvements in tools and processes that will increase the team's efficiency and effectiveness.
• Build and monitor the schedule of Central Support Agents to ensure 24/7 coverage, partnering with the Director to optimize staffing based on volume projections and market growth.
• Ensure your team is meeting or exceeding established service level agreements and guidelines.
• Assist our owners with a variety of requests including reservations, inbound calls/texts, problem resolution, work order management, and proactive communications for 5-10 hours/week, in addition to taking escalations as needed.
• Utilize strong de-escalation and problem-solving skills to assist our owners.
• Investigate and strategize shortfalls, issues, and complaints in current processes in partnership and collaboration with the Director of Central Support.
• Partner with cross-functional leaders and Market Operations on initiatives to improve owner experience and increase frontline capacity.

Who you are

• 5+ years of professional experience in customer experience / support operations with 2+ years of team leadership experience
• Strong sense of ownership in pursuit of delivering high quality service while meeting metrics
• Experience in examining and refining existing processes and procedures and creating new processes and procedures
• Experience using data to identify insights and drive decision-making and execution
• Collaborative and quickly develop strong, productive relationships with key internal stakeholders
• Flexible and able to deal with ambiguity under pressure
• Strong organizational, written and verbal communication, and problem-solving skills
• Ensure accountability for self and others
• Strong decision quality, able to make good and timely decisions
• Experience in hospitality service operations or residential property management preferred

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.