[Hiring] Licensed Customer Service Manager @Kin Insurance

Role Description

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.

We're looking for a Licensed Customer Service Manager to lead a high-performing team of licensed Customer Service Agents and help elevate the service experience for homeowners across every stage of their insurance journey.

In this role, you'll:

• Hire, coach, and develop a team while partnering across the business to improve processes, solve customer challenges, and deliver operational excellence.
• Play a key role in shaping the customer experience, identifying opportunities for improvement, and helping your team consistently deliver outstanding results.

Your 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.

Success in This Role

In your first 6–12 months at Kin, success is less about checking boxes and more about the impact you create. You’ll use your skills and judgment to take ownership of meaningful work, improve how we operate, and help move Kin’s mission forward.

• By the end of your first year, you should feel confident in your role, trusted as an owner, and proud of the progress you’ve helped make.
• Your team consistently meets or exceeds customer service and operational performance goals.
• Customer escalations are resolved efficiently while maintaining a high-quality customer experience.
• New hires are successfully onboarded, engaged, and contributing quickly to team performance.
• Service improvements and coaching initiatives result in measurable gains in team effectiveness and customer satisfaction.

Qualifications

• 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 is preferred.
• 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.

How We Hire

We believe a great hiring experience should be clear, respectful, and human. We’ll accept applications for this position until [insert date].

• Prompt updates and feedback following interviews.
• Interviews with recruiters, hiring managers, and members of teams.
• Skills assessment relevant to the position, if applicable.
• Genuine, thoughtful human interaction at every step.

How We Work

We don’t just hire for skills. We hire for alignment. Kinfolk bring diverse perspectives, but we’re united by a shared set of values that shape how we work and how we show up for each other and our customers.

• Run through walls, together.
• Raise the bar. Drop the ego.
• Act like an owner.
• Operate lean. Deliver more.
• Keep asking ‘What if?’

Where We Work

We are a remote-first company with offices in Chicago, IL and St. Petersburg, FL where teams can come together for collaboration.

• For Sales Agents and Customer Service Agents: These roles sit in any of the following 32 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, and WI.
• 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.
• For remote technical positions located in Canada, we are only able to hire individuals who reside in Ontario.

EEOC Statement

Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don't just accept difference – we honor it, nurture it, and celebrate it.