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.

Were 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. Were not just modernizing insurance products. Were building the risk infrastructure for the next generation of financial services where technology underwriting and partnerships operate in harmony to support the worlds 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

Were a team of technologists and insurance enthusiasts bridging the two worlds together. Check out our team page to meet some of us!

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 youll 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

Bachelors 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

Required Experience :

IC

Key Skills

English Speaking,Catering,Marine Biology,Entry Level,Computer Engineering

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 90 - 125