Customer Experience Associate

About the role

We are seeking a motivated individual to join Shepherd’s Customer Experience team as a Customer Experience Associate. The role focuses on client servicing and customer success, building customer champions, optimizing internal processes, and delivering end‑to‑end experiences for our broker partners.

Key responsibilities

• Cultivate and maintain strong relationships with broker partners, managing post‑sales account processes.
• Own documentation, change management, and ongoing training for internal teams.
• Expand software offerings with existing customers, lead demos, onboarding, and quarterly business reviews.
• Enhance the customer journey across partnerships, marketing, operations, and service tasks.
• Identify process improvement opportunities, propose solutions, and collaborate with cross‑functional teams.

Required profile

• Detail‑oriented, organized, and concise with a strong customer‑centric mindset.
• Comfortable with ambiguity, adaptable, and able to manage multiple projects in a fast‑paced environment.
• Excellent communication, emotional intelligence, and a proactive work ethic.
• Bachelor’s degree or equivalent experience and at least 2 years in customer success, service, or operations.

What we offer

• Premium healthcare with 100 % contribution to top‑tier health, dental, and vision plans.
• Fertility benefits and family‑building support.
• Unlimited PTO and flexible time off.
• Daily lunches, dinners, and snacks.
• Dog‑friendly office in San Francisco.
• Professional development and leadership coaching.
• Competitive 401(k) plan.