Customer Experience Associate
What We Do
Shepherd 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 decisions
Smarter, more accurate pricing
Better risk outcomes
With 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 Investors
To date, Shepherd has raised over $20M from leading investors, including:
And several others
Our Team
We're a team of technologists and insurance enthusiasts, bridging the two worlds together. Check out our About page to learn more.
The Role
About You
We 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.
Responsibilities
Client Servicing
Cultivate and maintain strong relationships with broker partners
Manage post-sales account processes to ensure success for partners and Shepherd
Own documentation, change management, and ongoing trainings for internal team members
Customer Success
Expand software offerings with current customers
Lead customer demos, onboarding, customer meetings, and quarterly business reviews
Customer Experience
Enhance our customer journey in important areas such as: partnerships, marketing, operations, and customer service related tasks
Process Improvement
Identify areas for improvement
Propose solutions and collaborate with cross-functional teams
You would be a dream candidate if…
You are extremely detail-oriented, organized, and concise
You are customer centric at core and exhibit this through your work
You embrace ambiguity
You are adaptable and welcome new challenges
You have a strong work ethic, are self-motivated, and have the ability to manage multiple tasks/projects simultaneously in a fast-paced environment
You exhibit strong communication skills and emotional intelligence
You are excited about process development and innovation
Bachelor’s degree or equivalent experience
You have a minimum of 2+ years of previous experience in customer success, customer service, or operations roles
Benefits
🏥 Premium Healthcare
100% contribution to top-tier health, dental, and vision
🏖️ Unlimited PTO
Flexibility to take the time off, recharge, and perform
🥗 Daily lunches, dinners, and snacks
We work together, and enjoy meals together too
🖥️ SF, NYC, or Dallas-Fort Worth Offices
Premium office spaces on both coasts with daily lunches provided
📚 Professional Development
Access to premium coaching, including leadership development
🏦 401(k) Plan
Competitive 401(k) plan offered
🐶 Dog-friendly office
Plenty of dogs to play with and make friends with in the SF office