Central Support Manager
1 week ago
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 secured more than $215 million in growth financing and is valued at $1.5 billion. In March 2021, Pacaso achieved unicorn status (a valuation of $1 billion) faster than any other company in the United States. 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, is #6 on Glassdoor's 2022 list of Best Places to Work, is one of LinkedIn's top startups of 2022, and was ranked on Fortune's Top 100 Small and Medium Workplaces list 2021- 2023.
www.pacaso.com
About the Opportunity
As 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 ...
- Amazing remote-first team and culture.
- 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.
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