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

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