Job Description
Job Description
Join Vacatia and Help Redefine the Owner Experience
Location: Fort Lauderdale, FL (US) ( Hybrid)
Vacatia is an innovative hospitality company reinventing the vacation rental and ownership experience across discovery, booking, and stay. We’re building the next generation of travel lifestyle products blending technology, hospitality, and design to create smarter, more connected experiences for guests, owners, and partners.
We’re looking for a highly empathetic, solutions-driven Owner Experience Specialist to serve as the final point of resolution for owners navigating complex, escalated, and exit-oriented concerns. In this role, you’ll balance compassion with strategy guiding owners toward retention when possible and supporting respectful, compliant exits when it’s time to help them move on.
If you thrive in emotionally complex conversations, enjoy problem-solving at a high level, and want to make a meaningful impact on owner trust and brand integrity. This is your opportunity to make a difference at the intersection of hospitality, service, and innovation.
Why You’ll Love Working at Vacatia
- Build the Future: Play a key role in shaping Vacatia’s Next Act and owner resolution strategy, directly influencing how owners experience their final or renewed chapter with us.
- Impact That Matters: Resolve high-risk, high-impact cases that protect owner relationships, reduce churn, and strengthen long-term brand trust.
- Innovation at Scale: Work across systems, data, and cross-functional teams to deliver thoughtful, modern owner solutions.
- Autonomy and Ownership: Operate with empowerment and trust as the highest level of resolution within Owner Services.
- Culture of Growth: Join a fast-moving, people-first organization that values empathy, accountability, and continuous improvement.
Your Impact
- Resolve escalated, exit-oriented owner concerns with empathy, professionalism, and strategic judgment
- Partner with internal teams to deliver aligned, compliant, and owner-focused outcomes
- Apply negotiation and retention strategies to balance owner needs with business objectives
- Leverage Vacatia’s Next Act solutions to guide owners through respectful and well-documented exits
- Manage complex cases end-to-end, ensuring accuracy, compliance, and exceptional service
- Build trust and de-escalate emotionally charged situations through calm, confident communication
What You Bring
- Minimum 3 years of experience in customer service, escalations, retention, or call center environments
- Proven ability to manage emotionally complex or high-risk conversations
- Strong negotiation, influence, and problem-solving skills
- Experience working with CRM systems (Salesforce preferred)
- Exceptional verbal and written communication abilities
Strong organizational skills with the ability to manage multiple priorities
High integrity, professionalism, adaptability, and accountability - Experience in hospitality, vacation ownership, or timeshare environments preferred
- Bilingual English/Spanish preferred but not required
Join Us
Join Vacatia at a pivotal moment as we continue to modernize the ownership experience. If you’re ready to lead with empathy, solve complex challenges, and help owners navigate meaningful outcomes, we’d love to hear from you.