Customer Experience Associate

Customer Experience
San Francisco

Our mission is to make construction safe and sustainable through innovative insurance products.

Shepherd is a tech-enabled MGU writing casualty insurance for middle-market construction. Our mission is to incentivize a safe and sustainable construction industry through innovative insurance products. Shepherd is creating a digital end-to-end insurance procurement experience, leveraging new sources of underwriting data and providing the construction industry with valuable benchmarking metrics. We're backed by Y-Combinator and have raised a Seed Round led by Spark Capital.

About the Role

As a Customer Experience Associate, you will play a vital role in our Go-to-Market teams, focusing on building lasting customer relationships, optimizing our internal processes, and ensuring an exceptional experience from end-to-end with Shepherd. Given our startup environment, this job offers a unique opportunity to gain exposure to various aspects of the business focused on growth, customer service, and operations.

Key Responsibilities:

  • Customer Experience: Enhance our customer journey to ensure our customers have an exceptional experience from end-to-end. Assist with our appointment process, distribution channel operations, marketing efforts, and customer success initiatives.
  • Account Management: Build strong partnerships with our customers by acting as their main point of contact for all post-sales needs. Own the policy servicing process for all bound accounts and ensure a timely and seamless experience.
  • Process Improvement: Identify areas for operational efficiency, propose solutions, and collaborate with cross-functional teams, such as underwriting, product and engineering, compliance, and more.

We strongly believe in the power of in-person collaboration and cross-functional work. This is an in-office position out of our San Francisco HQ.

About You

We are in search of a self-motivated individual who has a passion for solving real customer problems, a strong willingness to learn, and is ready to do the best work of their career.

You would be a dream candidate if…

  • You are customer centric and this is evident in your work
  • You thrive in ambiguous situations and view them as opportunities
  • You are adaptable and open to embracing new challenges
  • You have a strong work ethic, are self-motivated, organized, and have the ability to manage multiple tasks/projects simultaneously
  • You exhibit strong communication skills and emotional intelligence
  • You are located in the Bay Area or willing to relocate
  • You are excited about being in the office with an incredible team
  • Bachelor’s degree or equivalent experience.
  • You have a minimum of 2+ years of previous experience in customer service, operations, or related roles
And more

Benefits & Perks

Paid lunch, snacks, and craft coffee in the office every day

100% employer contribution to top-tier health, dental, and vision insurance

401K Retirement Planning

Unlimited PTO

Fidi Office with a beautiful patio and dog-friendly

We workout, ski, hike and do many activities together

Some team members you'll work with

Meet the team
Please include links to your GitHub, LinkedIn, or any other relevant info.
Apply now