Licensed Customer Service Manager (10am - 7pm CST)

Kin Insurance

1d•$70,000 - $85,000•Remote

About The Position

Lead and develop a team of licensed Customer Service Agents, improve service operations, and deliver exceptional customer experiences while helping shape the future of homeowners insurance. Kin makes life simpler, more affordable, and better for homeowners — especially in the places where climate risks, rising costs, and outdated systems make it hardest. We start with smarter homeowners insurance and expand to everything homeowners need to thrive. Using data, technology, and thoughtful human support, we’re building products that are clear, fair, and help homeowners feel confident — so homeowners aren’t left behind when they need help most. Founded in 2016, Kin is a remote-first employer with Kinfolk across more than 35 states. We serve customers in 13 states (and counting). Our disciplined growth, strong customer satisfaction, and focus on long-term sustainability fosters outstanding growth, attracts marquee investors, and earns recognition and accolades, including: Built In Chicago's Best Places to Work, Midsize Companies (2021-2026), Forbes' America's Best Startup Employers (2021-2024), Inc. 5000 Fastest-Growing Private Companies, Forbes’ Fintech 50, Great Places to Work Certified (2024-2026). Most importantly, we’re building Kin to be a place where people do meaningful work with real impact — for our customers, our communities, and each other. We're excited to tell you more about how you can contribute to our rapid growth, strong unit economics, profitability, and excellent customer ratings. To learn more about how we work and what we’re building, visit kin.com and see how we work.

Requirements

Property & Casualty (P&C) insurance license.
3+ years of customer service or customer support experience, including 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.
Ability to thrive in a fast-paced, evolving environment while maintaining a collaborative, positive approach.
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.

Nice To Haves

Bilingual in English and Spanish is preferred

Responsibilities

Lead, coach, and develop a team of 12–14 licensed Customer Service Agents to achieve individual and team performance goals.
Drive customer service performance by monitoring key metrics, identifying trends, and implementing improvement plans.
Analyze team and individual performance data to inform coaching, workforce planning, and operational decisions.
Develop and implement service initiatives that improve the customer experience and team effectiveness.
Resolve complex customer escalations while modeling exceptional service and professionalism.
Partner cross-functionally to ensure agents have the tools, resources, and information needed to succeed.
Support recruiting, interviewing, onboarding, and training of new Customer Service Agents.
Foster a collaborative, accountable, and high-performing team culture focused on continuous improvement.