Customer Experience Associate

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, 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 (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

Based in the Portland, OR area — this role is onsite five days a week, at least to start, working EST hours (online by 6 AM PST / 9 AM EST, done by 5 PM EST)

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

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

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.

These four themes are how we think, build, and lead:

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.

EEO:

Prophetic Software is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants, and we make employment decisions without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran or military status, marital status, or any other characteristic protected under applicable federal, state, or local law. We actively seek to build a diverse team and encourage candidates from underrepresented backgrounds to apply. Reasonable accommodations are available upon request for qualified individuals with disabilities throughout the application and employment process.