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, 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 Q  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 Hub Spot, 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…