Customer Experience Associate

Propheticsoftware; Portland (OR); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

100% medical, dental & vision

Equity

Unlimited PTO

Remote / hybrid flexibility

Office equipment stipend

In-office perks: snacks, coffee

Intra-office travel budget

2–3 annual in-person team meetups

Job summary

Prophetic is seeking a Customer Experience Associate for a remote/hybrid role based in Portland, OR. You will own onboarding logistics, first-line support, and system work enabling Account Managers to focus on relationships and expansion.

This is a high-growth entry point with potential for movement into Account Management, Customer Success, or operations leadership as we scale. You will configure new accounts, coordinate onboarding, provide front-line support via Intercom, email, and Slack, and

Qualifications

• 1–3 years in customer support, customer success, account coordination, or a related client-facing role.
• Strong organizational skills with a track record of clean handoffs.
• Clear, empathetic communication and the ability to explain platform features to non-technical users.
• Comfort learning new software quickly (HubSpot, Intercom, Notion, Slack).

Responsibilities

• Configure new customer accounts, set up user access, and distribute credentials ahead of onboarding sessions.
• Coordinate onboarding scheduling across sales, account management, and the customer — ensure seamless handoffs.
• Serve as first-line support via Intercom, email, and Slack — resolve, escalate, and track to resolution.
• Triage and manage incoming support tickets with urgency and attention to detail.
• Maintain and update customer-facing knowledge base articles as the product evolves.
• Create short guides, walkthroughs, and FAQs based on common support patterns.
• Assist Account Managers with data exports, usage reports, and QBR prep materials.
• Support the sales-to-AM handoff — ensure new deals flow smoothly from closed-won to active account.
• Track account health signals and flag risks early.
• Coordinate with Data and Product teams on customer-requested map layers and platform enhancements.
• Keep HubSpot, Intercom, and Notion clean and current with customer data and interaction history.
• Leverage AI tooling daily for support workflows, documentation, and internal processes.

Skills

Organizational skills

Empathetic communication

Detail-oriented

Self-starter

Onboarding and coordination

Tools

HubSpot

Intercom

Notion

Slack

Job description

• Remote / hybrid flexibility

Open Position

Customer Experience Associate

Remote / Portland, OR Competitive Salary plus Equity Full-time

About Prophetic

Real estate development is a multi-billion-dollar industry that has run on fragmented data, manual processes, and gut instinct for decades. Prophetic is changing that. We're building the AI-native platform that enables homebuilders, developers, and investors to find, analyze, and act on land opportunities from a single system — powered by proprietary technologies that process billions of data points across all 50 states. We are the market leader in our space, and our customers don't just use the product — they love it. We're not making teams more efficient. We're changing how they operate.

Prophetic is scaling fast — demand is outpacing our ability to hire, and we're just getting started. This is a once-in-a-lifetime team: sharp, low ego, deeply collaborative, and obsessed with building the best product in the industry. Come disrupt an industry with us.

About the Role

This is a hands-on, detail-driven role — not a ticket queue. You'll own onboarding logistics, first-line support, and the systems work that lets Account Managers focus on relationship-building and expansion. You'll serve everyone from regional land brokers to publicly traded national homebuilders making million-dollar acquisition decisions on our platform every day.

This is a high-growth entry point into one of the most important functions at Prophetic. High performers here will grow into Account Management, Customer Success, or operations leadership roles as we scale.

What You'll Do

• Configure new customer accounts, set up user access, and distribute credentials ahead of onboarding sessions

• Coordinate onboarding scheduling across sales, account management, and the customer — own the logistics so handoffs are seamless

• Serve as first-line support via Intercom, email, and Slack — resolve, elevate, and track to resolution

• Triage and manage incoming support tickets with urgency and attention to detail

• Maintain and update customer-facing knowledge base articles as the product evolves

• Create short guides, walkthroughs, and FAQs based on common support patterns

• Assist Account Managers with data exports, usage reports, and QBR prep materials

• Support the sales-to-AM handoff — ensure new deals flow smoothly from closed-won to active account

• Track account health signals (login activity, feature usage, support volume) and flag risks early

• Coordinate with Data and Product teams on customer-requested map layers and platform enhancements

• Keep HubSpot, Intercom, and Notion clean and current with customer data and interaction history

• Leverage AI tooling daily for support workflows, documentation, and internal processes

What You Need

• 1–3 years in customer support, customer success, account coordination, or a related client-facing role

• Strong organizational skills — you don't let things fall through the cracks and take pride in clean handoffs

• Clear, empathetic communication — you can explain platform features and troubleshoot with non-technical users

• Comfort learning new software quickly (HubSpot, Intercom, Notion, Slack + our own platform)

• Proactive mindset — you notice patterns in support tickets and suggest fixes before they snowball

• Strong written communication — process docs, KB articles, email, and chat all feel natural

• Self-starter who thrives in ambiguity and manages multiple priorities simultaneously

• Comfort with AI tooling as part of your daily workflow

Nice to Have

• Experience with Intercom, HubSpot, or similar CRM / support platforms

• Familiarity with GIS, mapping tools, or real estate technology

• Experience at an early-stage startup (Seed to Series B)

• Background in real estate, construction, land development, or proptech

• Experience supporting enterprise or B2B SaaS customers

Why Prophetic

• The team. Wide expertise, sharp, low ego, and genuinely fun to work with. We have each other's backs and we celebrate wins together.
• Real ownership and impact from day one. Our customers make million-dollar decisions on our platform. Your work matters immediately.
• AI-native product and AI-native workflows. Every team — engineering, sales, operations — runs on AI tooling daily.
• Founder-led transparency. Leadership shares the financials, the strategy, and the hard calls with the whole team.
• High growth, high demand. The product works, customers love it, and we are hiring to keep up. No shortage of opportunity here.
• Flexibility. Remote, hybrid, or in-office with a great Portland, OR headquarters.
• Self-starters who thrive in ambiguity. We're a startup. If you need someone to tell you what to do every morning, this isn't the place; if you come alive solving hard problems with smart people, it is.

Benefits (US-based Full-time Employees)

• 100% medical, dental & vision insurance (you); 30% coverage for dependents

• Competitive salary and meaningful early-stage equity

• Unlimited PTO

• Remote / hybrid flexibility

• Office equipment stipend

• In-office perks: snacks, drinks, coffee, ping-pong — plus Olive the office Doberman

• Budget for intra-office travel

• 2–3 annual in-person team meetups

How We Work

• Truth — Say the hard thing. We speak plainly, flag problems early, and share what's actually going on.
• Precision — Sign your name to it. Our customers make million-dollar decisions on our data. We get the details right.
• Velocity — Speed compounds. Waiting doesn't. We ship daily and launch features every two to three weeks.
• Ownership — Own it, then solve it. We own outcomes, not tasks. If something's broken, we fix it.

Prophetic is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.