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

Kin is a remote-first homeowners insurance company using data, technology, and human support to simplify insurance for homeowners. The Licensed Customer Service Manager will lead, coach, and develop a team of licensed Customer Service Agents while improving service operations, resolving escalations, and delivering exceptional customer experiences.

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

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
• • Bilingual in English and Spanish
• • 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
• For all other positions, these roles can sit in any of the following 41 states: AL, AR, AZ, CA (exempt only), CO, CT, FL, GA, ID, IL, IN, IA, KS, KY, LA, MA, ME, MD, MI, MN, MO, MT, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, SD, TN, TX, UT, VT, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above