Remote Customer Experience Associate — Onboarding & Support

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

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