Customer Experience Associate — Onboarding & Support (AI‑Driven)

Entrada Ventures; United States; On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

100% medical, dental & vision coverage

Unlimited PTO

Hybrid/Remote stipend

In-office perks and office dog

Team travel budget

Annual team meetups

Job summary

Prophetic Software is seeking an entry-level onboarding and support specialist to manage onboarding logistics, first-line support, and systems work enabling Account Managers to focus on relationships. You will liaise with regional brokers to national homebuilders and work EST hours from Portland or relocate if on East Coast.

You will own onboarding setup, knowledge-base updates, and data exports; grow into Account Management or Customer Success as you scale with the company.

Qualifications

• 1–3 years in customer support, customer success, account coordination, or a related client-facing role.
• Strong organizational skills; you manage multiple priorities and clean handoffs.
• Clear, empathetic communication; you explain platform features to non-technical users.
• Comfort learning new software (HubSpot, Intercom, Notion, Slack, and our platform).
• Self-starter who thrives in ambiguity and can work with AI tooling.

Responsibilities

• Configure new customer accounts, set up user access and credentials before onboarding sessions.
• Coordinate onboarding scheduling across sales, account management, and the customer to 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 to ensure deals flow from closed-won to active accounts.

Skills

Customer support

Onboarding

Account coordination

Clear communication

Proactive problem solving

AI tooling

Tools

HubSpot

Intercom

Notion

Slack

Job description

Prophetic Software is seeking an entry-level onboarding and support specialist to manage onboarding logistics, first-line support, and systems work enabling Account Managers to focus on relationships. You will liaise with regional brokers to national homebuilders and work EST hours from Portland or relocate if on East Coast.

You will own onboarding setup, knowledge-base updates, and data exports; grow into Account Management or Customer Success as you scale with the company.