Full-Time

Director of Central Support

Pacaso

Pacaso

51-200 employees

Co-ownership service for luxury homes

Real Estate

Senior

Remote in USA

Required Skills
Communications
Marketing
Customer Service
Requirements
  • 8+ years of professional experience in customer experience\/support operations.
  • Management consulting, growth-stage startup experience, MBA a plus.
  • Demonstrated leadership and management skills.
  • Department Head \/ Director level experience required.
  • Robust analytical skills with the ability to leverage data-driven insights.
  • Strong Sheets \/ Excel skills required.
  • Experience implementing technology solutions and driving innovation in partnership with Product and Engineering teams.
  • Exceptional written and oral communication skills.
  • Collaborative and quickly develop strong, productive relationships with key internal stakeholders.
  • Phenomenal project manager with exceptional organizational skills.
  • High emotional intelligence, strong interpersonal skills, and ability to de-escalate conflict.
  • Detail-oriented with proven track record of building and prioritizing roadmaps.
  • Flexible and able to thrive in environments with high levels of ambiguity and shifting priorities.
  • Customer-centric mindset and approach to developing strategy; you lead with user needs.
Responsibilities
  • Develop and implement a comprehensive strategy for a 24\/7\/365 global operation focused on providing world-class customer service for luxury home owners, as well as supporting internal crew members in day-to-day home operations.
  • Bring to life Pacaso’s core values and partner with Marketing and Operations leadership to define Central Support’s standards and brand voice.
  • Lead strategic initiatives that enhance owner experience, enable scale, and drive profitability.
  • Stay ahead of Pacaso’s growth and business direction and ensure that Central Support is set up for success in terms of resourcing, org design, operating model, and systems \/ tooling.
  • Build internal capacity to systematically document customer needs and gaps, and share insights and strategic recommendations with Marketing, Operations, and Product.
  • Lead and manage a growing team of Managers, Support Specialists, flex capacity crew members, and offshore and\/or contract resources.
  • Oversee hiring, training, and retention strategies to build a high-performing team and engaged culture that drives the best results for our owners.
  • Regularly evaluate headcount \/ budget allocation to ensure operations run optimally.
  • Own and manage the P&L for Central Support, balancing cost efficiencies with owner and crew outcomes.
  • Oversee development of robust staffing and capacity model, aligned with Pacaso’s growth forecast, target SLAs, and service evolution.
  • Evaluate and optimize Central Support processes, collaborating with cross-functional teams to drive continuous improvement.
  • Work closely with frontline crew members to drive customer lifetime value while improving efficiency.
  • Create playbooks and standard operating procedures for empathetically dealing with owner questions, escalations, and incident response.
  • Write internal and user-facing communications that explain our policies and procedures.
  • Oversee partnerships and contracts related to Central Support technology.
  • Work cross-functionally with Product, Engineering, Data, and Operations to develop a product roadmap that improves our ability to deliver seamless, scalable service.
  • Implement AI solutions to optimize Central Support operations and enhance efficiency.
  • Collaborate with Policy, Legal, and Operations to set and enforce standards for Trust and Safety across Central Support channels.
  • Define and monitor key performance metrics and SLAs for Central Support.
  • Provide regular reporting and insights to senior leadership on KPIs and operational performance.

Company Stage

Series C

Total Funding

$1.5B

Headquarters

San Francisco, California

Founded

2020

Growth & Insights
Headcount

6 month growth

6%

1 year growth

-1%

2 year growth

-35%
INACTIVE