Customer Experience Associate

What We Do We provide savings on insurance premiums for commercial businesses that are leveraging modern technology on their worksites. While we began with commercial construction, we're expanding into adjacent sectors, including Energy, Agriculture, and Real Estate. Our Investors To date, Shepherd has raised over $20M from leading investors, including: Y Combinator W21 cohort Susa Ventures lead our Pre-Seed round Spark Capital - lead our Seed round Costanoa Ventures + Intact Ventures lead our Series A round And several more. Our Team We're 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, 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 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

Created: 2026-03-10