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

• 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