Customer Experience Associate

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.

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

• 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

• 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.