Owner Experience Specialist at Vacatia: A Remote Career in Hospitality & Customer Resolution

Vacatia is redefining the vacation ownership and rental experience by blending technology, hospitality, and thoughtful design. As the company enters an important new phase of growth, Vacatia is hiring a full-time Owner Experience Specialist to serve as the highest level of resolution for complex and emotionally sensitive owner concerns.

This remote (US-based) role is ideal for professionals with strong CRM system proficiency, exceptional communication skills, and experience handling escalations and retention-focused conversations.

About Vacatia

Vacatia is an innovative hospitality company transforming how owners and guests discover, book, and experience vacation stays. Through modern systems and a people-first approach, Vacatia is building smarter, more connected travel lifestyle products that prioritize trust, transparency, and long-term relationships.

Role Overview

As an Owner Experience Specialist, you will act as the final point of resolution for owners navigating escalated, exit-oriented, or high-risk concerns. The role requires a unique balance of empathy, strategy, and professionalism, ensuring owners feel heard while guiding them toward outcomes that align with both their needs and Vacatia’s business goals.

You will manage cases end-to-end, collaborating with internal teams and using data-driven insights to deliver fair, compliant, and respectful resolutions.

Key Responsibilities

Resolve complex, escalated owner concerns with empathy and strategic judgment
De-escalate emotionally charged conversations while building trust and confidence
Apply negotiation and retention strategies to reduce churn and protect relationships
Guide owners through Vacatia’s “Next Act” solutions, including compliant exit processes
Partner cross-functionally to deliver aligned, owner-focused outcomes
Manage detailed case documentation using CRM systems (Salesforce preferred)

Skills & Experience Required

Successful candidates typically bring:

3+ years of experience in customer service, escalations, retention, or call center roles
Strong experience using CRM systems, with Salesforce as a plus
Proven ability to handle emotionally complex or high-risk conversations
Excellent verbal and written communication skills
Strong organizational and multitasking abilities
High levels of integrity, adaptability, and accountability

Experience in hospitality, vacation ownership, or timeshare environments is preferred, and bilingual English/Spanish skills are a plus.

Why Work at Vacatia?

Vacatia offers a people-first, high-trust environment where employees are empowered to take ownership and drive meaningful outcomes. In this role, you’ll directly influence Vacatia’s owner resolution strategy, protect brand integrity, and help shape the future of the ownership experience.

You’ll also enjoy the flexibility of remote work while contributing to a fast-growing, mission-driven hospitality company.

Final Thoughts

The Owner Experience Specialist role at Vacatia is a powerful opportunity for professionals who excel in customer resolution, CRM systems, and empathetic communication. If you’re passionate about solving complex challenges and making a real impact on customer trust and retention, this position offers both purpose and career growth.

For Apply Online:Click Here