Customer Experience & Onboarding Specialist

Prophetic; Portland (OR); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

Equity for early-stage startup

Hybrid/Remote stipend

On-site office perks

Job summary

Prophetic Software seeks an entry-level Professional to own onboarding logistics, first-line support, and systems work enabling Account Managers to focus on relationships and expansion. The role serves a broad client base from regional land brokers to large national homebuilders, with EST hours and onsite Portland presence to start.

Ideal candidates have 1-3 years in customer support or related roles, strong organization and proactive communication, and comfort learning new tools like HubSpot,

Qualifications

• 1-3 years in customer support or related role.
• Strong organizational skills and attention to detail.
• Clear, empathetic communication and non-technical troubleshooting.

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 — 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 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

Customer support

Account coordination

Communication

Problem solving

Tools

HubSpot

Intercom

Notion

Slack

Job description

Prophetic Software seeks an entry-level Professional to own onboarding logistics, first-line support, and systems work enabling Account Managers to focus on relationships and expansion. The role serves a broad client base from regional land brokers to large national homebuilders, with EST hours and onsite Portland presence to start.

Ideal candidates have 1-3 years in customer support or related roles, strong organization and proactive communication, and comfort learning new tools like HubSpot,