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Kin Insurance is seeking a Licensed Customer Service Manager to lead a high-performing team of 12–14 licensed Customer Service Agents. You will be responsible for hiring, coaching, and developing your team while partnering across the business to improve processes, solve customer challenges, and deliver operational excellence.
Key responsibilities include:
- Leading, coaching, and developing a team of licensed Customer Service Agents to achieve individual and team performance goals
- Driving customer service performance by monitoring key metrics, identifying trends, and implementing improvement plans
- Analyzing team and individual performance data to inform coaching, workforce planning, and operational decisions
- Developing and implementing service initiatives that improve customer experience and team effectiveness
- Resolving complex customer escalations while modeling exceptional service and professionalism
- Partnering cross-functionally to ensure agents have the tools, resources, and information needed to succeed
- Supporting recruiting, interviewing, onboarding, and training of new Customer Service Agents
- Fostering a collaborative, accountable, and high-performing team culture focused on continuous improvement
Kin is a remote-first, venture-backed fintech company founded in 2016 that transforms homeowners insurance through data, technology, and thoughtful human support. The company operates across 13+ states and has been recognized as a Great Place to Work, included in Forbes' Fintech 50, and named to Inc. 5000's Fastest-Growing Private Companies.
The role requires availability to work Monday–Friday between 10:00 a.m. and 7:00 p.m. CT, with one Saturday shift (8:00 a.m.–5:00 p.m. CT) approximately every nine weeks.
REQUIREMENTS:
- Property & Casualty (P&C) insurance license (required)
- 3+ years of customer service or customer support experience
- 2+ years leading customer service teams within the insurance industry
- Call center leadership experience
- Proven experience coaching and developing customer-facing employees to achieve performance goals
- Experience using performance metrics and data to drive operational improvements
- Bilingual in English and Spanish (preferred)
- Ability to thrive in a fast-paced, evolving environment while maintaining a collaborative, positive approach
- Must be able to live and work full-time in one of the eligible states (AL, AZ, CO, FL, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MO, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, VT, VA, WA, WI)
