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About the Role
Shepherd is a technology-driven Managing General Underwriter (MGU) transforming commercial Property & Casualty insurance for high-hazard industries. We are looking for a motivated individual to join our Customer Experience team who is ready to create impactful customer experiences and do the best work of their career. 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
- 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
Requirements
- Extremely detail-oriented, organized, and concise
- Customer centric at core and exhibit this through your work
- Embrace ambiguity
- Adaptable and welcome new challenges
- Strong work ethic, self-motivated, and ability to manage multiple tasks/projects simultaneously in a fast-paced environment
- Strong communication skills and emotional intelligence
- Excited about process development and innovation
- Minimum of 2+ years of previous experience in customer success, customer service, or operations roles
Skills
- Client Servicing
- Customer Success
- Customer Experience
- Process Improvement
- Communication skills
- Emotional intelligence
- Process development
- Innovation
Location
- SF Office
- NYC Office
- Dallas-Fort Worth Office
- Chicago Office
- LA Office
Work Type
- Full-time
Experience Level
- 2+ years of previous experience in customer success, customer service, or operations roles
Education Level
- Bachelor’s degree or equivalent experience
Benefits
- Premium Healthcare (100% contribution to top-tier health, dental, and vision)
- Fertility benefits and family building support
- Unlimited PTO
- Daily lunches, dinners, and snacks
- Professional Development (Access to premium coaching, including leadership development)
- Competitive 401(k) Plan
- Dog-friendly office
About the Company
- 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.
- 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.
- We are a team of technologists and insurance enthusiasts, bridging the two worlds together.