Central Services Agent, Overnight Support, Contract

📋 Description

• • As a Central Services Agent on our Overnight Support team, you become the calm, reassuring voice that Pacaso owners hear when they need help most. Working the quiet hours of 11 PM–7 AM in your own time zone, you’ll be the single point of contact for everything from a flickering porch light in Napa to a Wi-Fi hiccup in a Paris pied-à-terre. Your mission is to turn potential 3 AM headaches into 3 AM “wow, that was easy” moments.
• • You’ll triage inbound calls, emails, and chat messages in our proprietary ticketing system, instantly assessing urgency and routing the right local vendor, property manager, or internal specialist. Whether it’s a smoke-detector chirp or a burst pipe, you’ll own the issue until it’s resolved—even if that means staying on the line while a locksmith drives through a snowstorm.
• • Every interaction is an opportunity to deepen owner loyalty. You’ll greet each caller by name, reference their last stay, and proactively suggest small touches—like pre-heating the hot tub before their anniversary weekend—that turn good service into legendary hospitality.
• • Data is your flashlight in the dark. You’ll log every incident with meticulous detail, tag trends, and surface nightly reports that help our product, ops, and finance teams prevent tomorrow’s problems today. Your overnight insights have already saved Pacaso six figures in after-hours vendor premiums.
• • You’ll collaborate with a global network of 200+ local property managers, housekeepers, and technicians. Using Slack, Zoom, and our mobile app, you’ll dispatch, follow up, and close the loop—often juggling three time zones at once—so owners never feel the complexity behind the curtain.
• • Escalations are rare, but when they happen you’re ready. You’ll calmly coordinate with our Trust & Safety, Legal, and Executive teams to handle everything from noise complaints to weather emergencies, ensuring every stakeholder is informed and every owner feels protected.
• • Continuous improvement is in your DNA. You’ll participate in weekly “sunrise syncs” where overnight patterns are reviewed, scripts are refined, and new self-service tools are beta-tested. Your feedback directly shapes the next release of our owner app.
• • You’ll champion our brand values—simplicity, transparency, and joy—in every conversation. By sunrise, you’ll have turned a dozen potential crises into stories owners brag about at brunch, reinforcing why Pacaso is the smartest way to own a second home.
• • Remote doesn’t mean isolated. You’ll join a tight-knit overnight squad that celebrates wins in a private Slack channel, swaps playlists for the graveyard shift, and meets quarterly for virtual coffee (or espresso) tastings curated by our Barcelona market manager.
• • This is a 6-month contract with high potential for extension or conversion. Prove you can delight owners while driving operational efficiency, and you’ll have first dibs on emerging roles in Guest Experience, Vendor Operations, or even International Expansion.