Manager, Central Support

Summary

Join Pacaso as the Manager of Central Support and lead the evolution of its global 24/7/365 service organization. You will head a high-performing team, focusing on exceptional support for Pacaso owners and internal staff while integrating AI tools and data insights. Responsibilities include building scalable systems, developing SOPs, and leveraging data to enhance performance. This role demands a forward-thinking leader passionate about service, with strong analytical skills and innovative thinking. You will champion AI adoption, analyze support data, develop SOPs, and lead a global team. The ideal candidate will maintain high service standards and contribute to strategic decision-making.

Requirements

• 5+ years in customer experience or service operations, including 2+ years leading teams in high-growth or startup environments
• Demonstrated experience with AI or automation tools in customer support settings
• Exceptional analytical and strategic thinking skills; fluent in using data to inform decisions, drive performance, and build business cases
• Proven experience developing and implementing SOPs and scalable training programs
• Strong communicator who can translate complex operational insights into clear plans and cross-functional alignment
• Comfortable navigating ambiguity and scaling solutions in a fast-paced, evolving environment
• Experienced collaborator across Product, Engineering, and Ops teams; can drive momentum on systems, tooling, and feature improvements
• Passionate about customer service and committed to delivering consistent, high-quality owner experiences

Responsibilities

• Champion the adoption and evolution of AI tools, including Pacaso’s in-app AI Concierge, to enhance service capabilities and streamline workflows
• Identify opportunities to automate routine tasks and improve first-response resolution through AI-powered systems in partnership with Product, Engineering, Market Ops, and Marketing
• Lead AI readiness efforts, including team training, change management, and seamless integration into daily operations
• Analyze support and operational data to identify trends, performance gaps, and resourcing opportunities
• Build and maintain dashboards to inform staffing, SLA performance, and workload balancing
• Use data to drive strategic decisions and share actionable insights with leadership
• Own the creation and continuous improvement of SOPs to drive consistency, efficiency, and quality
• Partner cross-functionally to streamline workflows and adapt to evolving business needs
• Maintain a centralized knowledge base to ensure documentation is current and accessible
• Lead a global team of agents and contractors with a focus on accountability, performance, and development
• Oversee daily operations to ensure timely, empathetic responses across all support channels
• Support execution of a scalable 24/7 staffing strategy aligned with team capacity and growth
• Manage the Central Support budget and contribute to headcount planning
• Maintain high service standards and establish clear escalation paths for urgent or complex issues
• Personally support high-touch owner requests and team escalations (~5–10 hours/week) as a player-coach
• Create feedback loops to ensure frontline insights inform service and product improvements

Preferred Qualifications

• Proficiency with Salesforce Service Cloud, Google Sheets, and BI tools (e.g., Looker, Tableau, or similar) is preferred
• Experience in the hospitality, residential property, or real estate tech sectors is a plus

Benefits

• 75-85k with equity
• 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