Customer Experience Associate

What We DoShepherd is a technology-driven Managing General Underwriter (MGU) transforming commercial Property & Casualty insurance for high-hazard industries. Our mission is to make risk frictionless for the builders and operators shaping the physical world — protecting progress from concept through construction and into decades of operation.We’re building the fastest, smartest commercial risk platform, where underwriting expertise, data, and automation work together to deliver:Faster decisionsSmarter, more accurate pricingBetter risk outcomesWith Shepherd, safety, speed, and quality no longer trade off against one another — they compound. We’re not just modernizing insurance products. We’re building the risk infrastructure for the next generation of financial services, where technology, underwriting, and partnerships operate in harmony to support the world’s most important industries — and the progress they make possible.Our InvestorsTo date, Shepherd has raised over $20M from leading investors, including:Spark CapitalCostanoa VenturesY CombinatorSusa VenturesIntact VenturesAnd several othersOur TeamWe're a team of technologists and insurance enthusiasts, bridging the two worlds together. Check out our About page to learn more. The RoleAbout YouWe are looking for a motivated and eager individual to join our Customer Experience team who is ready to create impactful customer experiences and do the best work of their career. As a Customer Experience Associate, you'll focus on Client Servicing and Customer Success, working to build customer champions, optimize internal processes, and ensure exceptional end-to-end experiences with Shepherd. This role offers a unique opportunity to be part of a dynamic team and gain exposure to various aspects of our business, including growth, customer service, and process development.ResponsibilitiesClient ServicingCultivate and maintain strong relationships with broker partnersManage post-sales account processes to ensure success for partners and ShepherdOwn documentation, change management, and ongoing trainings for internal team membersCustomer SuccessExpand software offerings with current customersLead customer demos, onboarding, customer meetings, and quarterly business reviewsCustomer ExperienceEnhance our customer journey in important areas such as: partnerships, marketing, operations, and customer service related tasksProcess ImprovementIdentify areas for improvementPropose solutions and collaborate with cross-functional teamsYou would be a dream candidate if…You are extremely detail-oriented, organized, and conciseYou are customer centric at core and exhibit this through your workYou embrace ambiguityYou are adaptable and welcome new challengesYou have a strong work ethic, are self-motivated, and have the ability to manage multiple tasks/projects simultaneously in a fast-paced environmentYou exhibit strong communication skills and emotional intelligenceYou are excited about process development and innovationBachelor’s degree or equivalent experienceYou have a minimum of 2+ years of previous experience in customer success, customer service, or operations rolesBenefits 🏥 Premium Healthcare100% contribution to top-tier health, dental, and vision🏖️ Unlimited PTOFlexibility to take the time off, recharge, and perform🥗 Daily lunches, dinners, and snacksWe work together, and enjoy meals together too🖥️ SF, NYC, or Dallas-Fort Worth OfficesPremium office spaces on both coasts with daily lunches provided📚 Professional DevelopmentAccess to premium coaching, including leadership development🏦 401(k) PlanCompetitive 401(k) plan offered🐶 Dog-friendly officePlenty of dogs to play with and make friends with in the SF office