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: Spark Capital Costanoa Ventures Y Combinator Susa Ventures Intact Ventures 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 #J-18808-Ljbffr Shepherd