Consistently meet daily performance metrics, including call quality, call management, productivity, and adherence to established processes.

Role Description The Customer Support Specialist will serve as the first point of contact for incoming questions or concerns about our web-based app. Our goal is to make a personal connection with everyone that reaches out to the Remine team while getting them the help they need in a quick, professional and friendly manner. The Customer Support Specialist also serves as the voice of the customer: recognizing, interpreting and internally communicating the trends in customer feedback (including their successes and pain points) which are so critical to us as a business. In order to solve problems, find workarounds and effectively understand customer feedback, our Customer Support team possesses both an in-depth knowledge of our products as well as a solid understanding of our customer base. Cross-departmental communication and collaboration is key here, and in this role you’ll thrive in a fast-paced, challenging environment, knowing you are making a difference not only in the lives of the individuals that make up our customer base, but in the future success of our company as well. - Troubleshooting: Resolve issues related to logins, data, platform performance and tool malfunctions - Contribute towards the development of a strong team environment by upholding high work standards. - User Training and Product Knowledge: Guide users on how to use all of Remine’s platforms and maintain expert-level knowledge of Remine’s features. - Escalation and Documentation: Research and document complex technical issues to escalate to specialized internal teams. - Take ownership of incoming help requests sent to Remine over email, phone and chat and see each request through to resolution. - Share feedback with the rest of the team and across the organization on possible ways to improve product and processes. Qualifications - Excellent written and verbal communication skills - 1-2 years of experience in a customer-facing role - A demonstrated desire for continuous learning and personal development - A tech-savvy, analytical and process-oriented mindset - A solid understanding of the real-estate industry space - A strong sense of customer empathy - The ability to multi-task and prioritize your workload Requirements - Have experience as a real estate professional - Have previous experience in a fast-paced tech startup environment - Have experience with Zendesk - Are comfortable working remotely - Must be able to work EST hours. Salary $50,000-55,000 per year

• Lead the execution of our CX roadmap and customer journey mapping initiatives, ensuring alignment with the unique needs of B2B food manufacturing clients and partners. • Design and implement a scalable CX operating model that integrates best practices across Sales, Operations, QA, IT, and Customer Service. • Drive continuous improvement in customer service operations, including order management and case management, to ensure seamless delivery and support for our B2B clients. • Develop and maintain dashboards and measurement systems to track CX performance, customer satisfaction, and key business metrics (CSAT, order fulfillment, case resolution). • Oversee the Voice of Customer (VoC) program, leveraging the Qualtrics platform to capture, analyze, and act on feedback from distributors, retailers, and business partners. • Educate and engage the organization on CX best practices, fostering a culture of customer-centricity through training, communications, and enablement programs. • Lead, coach, and develop a high-performing CX team, empowering managers and administrators to deliver exceptional service and insights. • Collaborate with senior leadership and cross-functional teams to prioritize CX initiatives and ensure resources are aligned for maximum impact. • Monitor and report on CX program effectiveness, providing actionable insights and recommendations to drive business results. • Stay current on CX trends, technologies, and regulatory requirements in the food manufacturing industry, bringing innovative ideas to enhance the customer experience.

Role Description The Owner Experience Agent is the front line of the Pacaso owner journey, delivering high-touch, concierge-level service across phone, email, chat, text, and AI-supported channels. Operating within a 24/7 support environment, this role supports approximately 2,000 owners and serves as the first point of contact for all inquiries, issues, and stay-related needs. Agents diagnose concerns, resolve the majority remotely, and coordinate cross-functionally when necessary — maintaining full ownership through resolution. Core Responsibilities - Owner Relationship Management & Case Ownership - Serve as the primary point of contact for all owner inquiries - Deliver empathetic, confident, and personalized service aligned with Pacaso’s luxury standards - Take end-to-end ownership of cases, ensuring clear communication and resolution - Maintain detailed documentation of owner preferences, history, and case notes to ensure seamless continuity across shifts - Build trusted, long-term relationships through proactive updates and consistent follow-through - Issue Resolution & Stay Support - Troubleshoot home systems and operational issues using playbooks and home-specific knowledge - Resolve the majority of issues without escalation - Partner with downstream teams (Asset Management, Accounting, Legal, Experience Managers, etc.) when needed, maintaining accountability for outcomes - Provide real-time support during owner stays, including urgent maintenance, housekeeping coordination, access needs, and concierge-style requests - Remain calm and solution-oriented during high-pressure in-stay situations - Operating Standards - Meet or exceed service-level expectations for responsiveness, resolution time, and owner satisfaction - Participate in 24/7 shift coverage, including weekends, holidays, and on-call rotations - Contribute to continuous improvement of workflows, playbooks, and service standards - Uphold Pacaso’s luxury brand standards in every interaction Qualifications - 3–5+ years of experience in hospitality, luxury property management, concierge services, or high-end customer support - Experience supporting high-value clients or owners with elevated expectations - Strong troubleshooting and critical-thinking skills - Calm, professional presence under pressure - Excellent written and verbal communication skills - Comfortable working in a 24/7 support environment (shift work) Benefits - 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