| Location | San Francisco, California |
Commercial insurance still runs on processes built decades ago. Underwriting is slow, and pricing leans on broad averages instead of the specifics of each risk. Technology can change how commercial risk is priced and managed, as long as it's paired with real underwriting expertise. The companies that get this right will shape the next era of the industry, and Shepherd intends to lead it.
Shepherd is a Managing General Underwriter (MGU) building the fastest and smartest AI-native commercial risk platform in the industry, where underwriters, data, and automation work together. The result is faster decisions for our broker partners and pricing that reflects the actual risk.
We started where the gap is widest: construction and energy, two of the most complex and highest-hazard segments in commercial insurance. Today we write Primary and Excess Casualty, Builder’s Risk, and Workers' Compensation distributed through a nationwide network of retail brokers. Our mission is to make risk frictionless for the builders and operators shaping the physical world, from concept through construction and into decades of operation.
Shepherd has raised over $67M, including a $42M Series B led by Intact Private Capital. Intact also partners with Shepherd to provide capacity across its insurance products. Shepherd is also backed by leading institutional investors, including Costanoa Ventures, Spark Capital, Susa Ventures, and Y Combinator.
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.
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 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
Shepherd runs on four values. Here's what each one means in this seat.
Think big, build big. We exist to protect progress and the industries that rely on it. The work here is aimed at a system that runs on its own, and the roadmap gets sequenced backward from that rather than forward from what's easy.
Win together. We rise as one. We support each other, raise the bar, and celebrate collective success. Come set a standard the rest of the team inherits.
Cross the aisle. Collaboration wins. We listen deeply, work across boundaries, and prioritize shared success over individual lanes. The best product calls here come from engineers who've sat with underwriters and underwriters who understand where the model breaks, and much of this job is listening closely enough on both sides to make that happen.
Go get it. We act with urgency, move with confidence, take smart risks, and push forward with intention. Nobody hands you the roadmap, the data, or the meeting invite. You pull the failing runs, book the time with the underwriters, and decide what matters.
Premium Healthcare100% contribution to top-tier health, dental, and vision
Fertility benefits and family building support
️ Unlimited PTOFlexibility to take the time off, recharge, and perform
Daily lunches, dinners, and snacksWe work together, and enjoy meals together too
️ SF, NYC, Dallas-Fort Worth, Chicago and LA Offices
Professional DevelopmentAccess to premium coaching, including leadership development
Competitive401(k) Plan
Dog-friendly officePlenty of dogs to play with and make friends with in the SF office