shepherd

Customer Experience Associate

San Francisco
Full-time
$90K - $125K
Posted Sep 21, 2026

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Skills

Account Management
Compliance
Operations
Go
Teamwork

Job description

WHAT WE DO

Build the insurance behind the physical world.

The world is building data centers, energy projects, hospitals, schools, and critical infrastructure. Every one of those projects needs insurance to move forward. Yet the process of getting that insurance still depends on scattered documents, manual work, and weeks of back-and-forth.

Shepherd is rebuilding commercial insurance with software, data, AI, and deep underwriting expertise. We started in construction and energy, where understanding the specifics of a project matters and better decisions have consequences far beyond a screen.

We develop insurance products, decide which risks to insure and how to price them, and partner with established insurers to back the coverage. We own the platform our team uses to turn complex submissions into coverage for the builders and operators shaping the world around us.

Real problems. Real ownership.

Our engineers, designers, underwriters, CX, and actuaries build together. The problems span turning messy documents into reliable data, making pricing more precise, and designing AI agents that can take on increasingly complex underwriting work.

The ambition is a platform where experts spend more time on judgment and relationships, supported by software that handles the work around them. Join us to build systems whose decisions help real projects get built.

630+ customers / $500B+ insured project value

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OUR INVESTORS

Capital to build. Partners to grow with.

$67M total funding / $42M Series B in March 2026

Shepherd is backed by Intact Private Capital, Costanoa Ventures, Spark Capital, Susa Ventures, and Y Combinator. In March 2026, we announced a $42M Series B led by Intact Private Capital, bringing our total funding to $67M.

Intact is also a capacity partner. Alongside its investment, Intact works with Shepherd to bring insurance products to market. That relationship connects our platform and underwriting expertise with the resources of a global insurer.

A bigger opportunity ahead

We are investing in new insurance products, our underwriting team, and the path toward autonomous underwriting. For the people joining Shepherd, that means the chance to shape both the technology and the business it makes possible.

Our backing brings together investors who build technology companies and partners who understand insurance. We are building a company that earns the confidence of both.

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About You

We’re looking for a client-focused, detail-driven person to join our Customer Experience team. As a Customer Experience Associate, you’ll own post-bind servicing for a portfolio of commercial construction accounts and be the go-to contact for our broker partners and policyholders. You’ll work closely with Underwriting to make sure every account is serviced accurately and on time, and that brokers have a great experience working with Shepherd. You’ll also get exposure to underwriting, operations, compliance, and product, and help how we service accounts and launch into new industries as we grow.

Responsibilities

Account Servicing

•Own client servicing for a portfolio of accounts, from hand-off through renewal

•Serve as the primary point of contact for brokers and policyholders on inquiries, policy changes and servicing requests

•Prepare and issue accurate policy documentation, including binders, policies, endorsements and invoices

•Collect and review required documents from brokers, such as subjectivities and underlying policies

•Manage compliance and billing steps, including licensing, state filings, notices and payment follow-up

•Lead kickoff calls and walk clients through Shepherd’s offerings, including Shepherd Savings

Account Management

•Complete servicing tasks accurately and within defined SLAs

•Manage priorities across multiple accounts at different stages of the policy lifecycle

•Keep brokers informed with clear updates on status, next steps and timelines

•Partner with Underwriting on handoffs and keep both teams aligned on account details

•Keep account files, documentation and task notes complete and audit-ready

•Identify and escalate account issues, risks or blockers early

•Gather broker feedback and support recurring account reporting

Process Improvement

•Document workflows and contribute to the team’s shared knowledge base

•Identify gaps or recurring issues in servicing workflows and propose practical fixes

•Participate in cross-functional projects with Underwriting, Operations, Engineering and other teams

•Find solutions for how AI can assist our processes and workflows

You’d be a dream candidate if…

•You’re the person clients rely on. You respond quickly, set clear expectations and follow through every time.

•You stay calm and professional in difficult conversations, and you know when to pick up the phone.

•You’re curious about how insurance works, not just how to process it, and you ask good questions until you understand the why.

•You’re highly organized and detail-oriented. You manage a full workload against deadlines and catch errors before they reach the client.

•You know when to handle something yourself and when to bring in underwriting or a teammate.

•You enjoy working cross-functionally, thrive in collaborative environments, and can bring a project over the finish line.

•You notice what’s slowing the team down and want to fix it.

•You write clearly and concisely.

Qualifications

•2+ years of experience in client service, account management or insurance servicing

•Experience in P&C or commercial insurance servicing preferred

•Bachelor’s degree or equivalent experience

HOW WE WORK

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.

BENEFITS

🏥 Premium Healthcare

100% contribution to health, dental, and vision

🥕 Fertility benefits and family building support

🏖️ Flexible PTO

Flexibility to take the time off, recharge, and perform

🥗 Daily lunches, dinners, and snacks

We work together, and enjoy meals together too

🖥️ SF, NYC, Dallas-Fort Worth, Chicago and LA Offices

📚 Professional Development

Access to premium coaching, including leadership development

🏦 Competitive 401(k) Plan

🐶 Dog-friendly office

Plenty of dogs to play with and make friends with in the SF office