Customer Experience Associate

Prophetic Software is not able to sponsor employment visas now or in the future. Candidates must be authorized to work in the United States without current or future sponsorship to be considered for this role.

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 role is based onsite at our Portland office five days a week, at least to start - you'll need to already be local or ready to relocate before day one. The team runs on EST hours, so your day follows Eastern time while you sit in Portland: you'll be online by 6 AM PST (9 AM EST) and wrap up by early-to-mid afternoon PST (5 PM EST). Early start, early finish.

Or, you can be located on the East Coast, where you would come to Portland to onboard, but then return home as a remote employee. The hours for an East Coast employee, are standard 8 AM EST - 5 PM EST.

This is a high-growth entry point into one of the most important functions at Prophetic, built for someone who wants to build a career here, not just hold down a job. High performers grow fast into Account Management, Customer Success, or operations leadership as we scale - we're looking for someone early in their career who wants ownership now and is willing to put in the work to earn more of it.

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, 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

What You Need

• If 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

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

Why Prophetic:

• 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.

Benefits (US-based Full-time):

• 100% medical, dental & vision insurance coverage for you; 30% coverage for dependents

• Competitive salary and meaningful early-stage equity

• Unlimited PTO

• Hybrid/Remote stipend

• In-office perks: snacks, drinks, coffee, ping-pong table, and more - plus cuddles from Olive, our in-office Doberman!

• Budget for intra-office travel

• 2-3 annual team meetups in person

How We Work:

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.