Customer Experience Associate

Open Position Customer Experience Associate Remote / Portland, OR Competitive Salary plus Equity Full-time About Prophetic Real estate development is a multi-billion-dollar industry that has run on fragmented data, manual processes, and gut instinct for decades. Prophetic is changing that. We're building the AI-native platform that enables homebuilders, developers, and investors to find, analyze, and act on land opportunities from a single system — powered by proprietary technologies that process billions of data points across all 50 states. We are the market leader in our space, and our customers don't just use the product — they love it. We're not making teams more efficient. We're changing how they operate. Prophetic is scaling fast — demand is outpacing our ability to hire, and we're just getting started. This is a once-in-a-lifetime team: sharp, low ego, deeply collaborative, and obsessed with building the best product in the industry. Come disrupt an industry with us. About the Role This is a hands-on, detail-driven role — not a ticket queue. You'll own onboarding logistics, first-line support, and the systems work that lets Account Managers focus on relationship-building and expansion. You'll serve everyone from regional land brokers to publicly traded national homebuilders making million-dollar acquisition decisions on our platform every day. This is a high-growth entry point into one of the most important functions at Prophetic. High performers here will grow into Account Management, Customer Success, or operations leadership roles as we scale. What You'll Do 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 (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 What You Need 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 Nice to Have 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 Benefits (US-based Full-time Employees) 100% medical, dental & vision insurance (you); 30% coverage for dependents Competitive salary and meaningful early-stage equity Unlimited PTO Remote / hybrid flexibility Office equipment stipend In-office perks: snacks, drinks, coffee, ping-pong — plus Olive the office Doberman Budget for intra-office travel 2–3 annual in-person team meetups Prophetic is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. #J-18808-Ljbffr MixMode