Customer Experience Associate

Jobtailor; Portland (OR); On-site; USD 52,000 - 76,000; Full time

Job summary

Jobtailor is seeking a Customer Support / Success specialist in Portland, OR. You will onboard new customers, coordinate schedules, provide first-line support via Intercom, email, and Slack, and maintain knowledge-base articles.

You’ll collaborate with Sales, Account Management, Data, and Product teams, track usage, and help handoffs from sales to onboarding. Strong communication and startup experience preferred.

Qualifications

• 1–3 years in customer support, customer success, account coordination, or a related client-facing role.
• Authorized to work in the United States without sponsorship.
• Comfort learning HubSpot, Intercom, Notion, Slack, and the company platform.

Responsibilities

• Onboard new customers, set up access, and distribute credentials before onboarding sessions.
• Coordinate onboarding scheduling across sales, account management, and customers.
• Provide first-line support via Intercom, email, and Slack; resolve, escalate, and track issues to resolution.
• Triage and manage incoming support tickets.
• Maintain and update customer-facing knowledge-base articles.
• Create guides, walkthroughs, and FAQs from common support patterns.
• Assist Account Managers with data exports, usage reports, and QBR preparation.
• Support sales-to-Account-Management handoffs from closed-won to active account.
• Track account-health signals and flag risks early.
• Coordinate with Data and Product teams on requested map layers and platform enhancements.
• Keep HubSpot, Intercom, and Notion current with customer data and interaction history.
• Use AI tooling for support workflows, documentation, and internal processes.

Skills

Customer Support

Account Coordination

Data Export

Usage Reporting

Support Ticket Management

Knowledge-Base Maintenance

Guide Creation

Troubleshooting

Onboarding Coordination

Risk Flagging

Tools

HubSpot

Intercom

Notion

Slack

AI Tooling

Job description

• Configure new customer accounts, set up user access, and distribute credentials before onboarding sessions
• Coordinate onboarding scheduling across sales, account management, and customers
• Provide first-line support via Intercom, email, and Slack; resolve, elevate, and track issues to resolution
• Triage and manage incoming support tickets
• Maintain and update customer-facing knowledge-base articles
• Create guides, walkthroughs, and FAQs from common support patterns
• Assist Account Managers with data exports, usage reports, and QBR preparation
• Support sales-to-Account-Management handoffs from closed-won to active account
• Track account-health signals and flag risks early
• Coordinate with Data and Product teams on requested map layers and platform enhancements
• Keep HubSpot, Intercom, and Notion current with customer data and interaction history
• Use AI tooling for support workflows, documentation, and internal processes

Requirements

• Candidates must be authorized to work in the United States without current or future sponsorship
• If based in the Portland, OR area, onsite five days a week, working EST hours; online by 6 AM PST / 9 AM EST and done by 5 PM EST
• 1-3 years in customer support, customer success, account coordination, or a related client-facing role
• Strong organizational skills
• Clear, empathetic communication and ability to explain platform features and troubleshoot with non-technical users
• Comfort learning HubSpot, Intercom, Notion, Slack, and the company platform
• Proactive mindset and ability to identify support-ticket patterns
• Strong written communication for process docs, knowledge-base articles, email, and chat
• Self-starter able to thrive in ambiguity and manage multiple priorities
• Comfort with AI tooling as part of daily workflow
• Nice to have: experience with Intercom, HubSpot, or similar CRM/support platforms
• Nice to have: familiarity with GIS, mapping tools, or real estate technology
• Nice to have: early-stage startup experience (Seed to Series B)
• Nice to have: background in real estate, construction, land development, or proptech
• Nice to have: enterprise or B2B SaaS customer support experience

Core Competencies

Demonstrates strong customer support and account coordination skills, with proficiency in managing support tickets and creating customer-facing documentation. Capable of utilizing tools like HubSpot, Intercom, and Notion to enhance customer interactions and support workflows.

Highest-signal resume keywords

• Customer Support Experience
• Knowledge-Base Article Creation
• Proficiency in HubSpot
• Strong Written Communication
• Experience with AI Tooling

Hard Skills

• Customer Support
• Account Coordination
• Data Export
• Usage Reporting
• Support Ticket Management
• Knowledge-Base Maintenance
• Guide Creation
• Troubleshooting
• Onboarding Coordination
• Risk Flagging

Soft Skills

• Organizational Skills
• Empathetic Communication
• Proactive Mindset
• Self-Starter
• Ability to Manage Multiple Priorities

Industry Keywords

• Customer Success
• B2B SaaS
• Real Estate Technology
• GIS
• Mapping Tools
• Proptech
• Early-Stage Startup Experience

Tools & Technologies

• HubSpot
• Intercom
• Notion
• Slack
• AI Tooling