Customer Experience Associate

Yesterday's insurance wasn't built for today's risk. We see it in the data and we feel it in the field. Emerging technology can reinvent how risk is priced and managed, faster and smarter, anchored in proven expertise. First-movers will define the next era of commercial risk management, and Shepherd is building it.

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.

In March 2026, Shepherd raised a $42M Series B — bringing total funding to over $60M — led by Intact Private Capital, the investment arm of one of the largest insurers in the world. Intact is not only our lead investor but also a carrier partner, a testament to the confidence the incumbent industry has in what we're building. Our investors:

• Intact Private Capital, led our Series B round

• Costanoa Ventures, led our Series A round

• Spark Capital, led our Seed round

• Susa Ventures, lead our Pre-Seed round

• Y Combinator

• And several others

We're a team of technologists and insurance enthusiasts, bridging the two worlds together. Check out our About page to learn more.

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.

• 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

• Expand software offerings with current customers

• Lead customer demos, onboarding, customer meetings, and quarterly business reviews

• Enhance our customer journey in important areas such as: partnerships, marketing, operations, and customer service related tasks

• 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.

🐶 Dog-friendly office
Plenty of dogs to play with and make friends with in the SF office