Bilingual Licensed Customer Service Agent - Kin

Quick Summary

Serve as the trusted voice of Kin, supporting and advocating for homeowners across 14 states. Handle policies, payments, and coverage questions while delivering fast, empathetic service in a high-volume environment. Active P&C license required. Join a team that puts customers first every single day.

Who We Are

Kin makes life simpler, more affordable, and better for homeowners — especially in the places where climate risks, rising costs, and outdated systems make it harder. 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.

Founded in 2016, Kin is a remote-first employer with Kinfolk across more than 35 states. We serve customers in 14 states (and counting).

The Opportunity

We’re looking for a Bilingual Licensed Customer Service Agent to help us deliver fast, accurate, and human support to homeowners when it matters most. As Kin continues to grow our customer base across multiple states, this role is critical in ensuring our policyholders receive knowledgeable guidance on their coverage, payments, and policy updates.

You’ll serve as the first line of support for our customers — primarily over the phone, with additional support via chat and email. Your expertise in property insurance and ability to navigate high call volumes with empathy and efficiency will directly impact customer satisfaction, retention, and trust in the Kin brand.

Your Responsibilities

• Own high-volume inbound and outbound customer interactions across phone, chat, and email, delivering clear and accurate guidance on policies, payments, cancellations, and coverage questions.
• Create, update, and process homeowners insurance policies, endorsements, payments, and refunds with accuracy and urgency.
• Educate policyholders on coverage details, policy changes, and next steps so they can make informed decisions about their homes.
• Partner with customers’ banks and lenders to obtain required documentation and ensure policy compliance.
• Navigate multiple internal systems and tools simultaneously to resolve customer inquiries efficiently.
• Identify process improvement opportunities and share feedback to enhance the customer experience and team effectiveness.
• Successfully complete a mandatory, paid 10-week training program and apply learnings to live customer scenarios.

What You’ll Bring

• Active Property & Casualty (P&C) or Personal Lines insurance license (required)
• Bilingual (Spanish-speaking) proficiency
• 6+ months of customer service experience in P&C (specifically, home insurance)
• Experience working in a high-volume call center or customer support environment handling inbound calls
• Hands-on experience servicing homeowners insurance policies
• Ability to clearly explain policy coverage, billing, and underwriting requirements to customers
• Comfort navigating multiple systems and tools simultaneously (e.g., Google Workspace and similar platforms)
• Demonstrated ability to work in a fast-paced, evolving environment with limited structure
• Strong active listening skills and the ability to communicate with empathy and professionalism

Shift & Availability

Availability to work the following shift, Monday - Friday (placed based upon need):

• 8:00 AM - 5:00 PM CST
• Note: Rotating Saturday shift required every 4–6 weeks.
• There is a mandatory, paid 10-week training period.

Compensation & Benefits

• Competitive Pay: Annualized compensation is $52,000
• Retention Bonus: $1,000 retention bonus (payable at 6 months)
• Paid Training: 10 weeks of paid training
• Equity: Company equity through Restricted Stock Units (RSUs)
• 401(k): 401(k) with company match up to 4% of eligible earnings
• Healthcare: Multiple medical plan options, plus dental and vision coverage (starting the first day of the month following your start date)
• HSA: Company-funded HSA contributions (based on medical plan selection)
• Paid Time Off: 11 days of accrued PTO and 7 days paid sick leave per year, plus 8 paid company holidays
• Parental Leave: Up to 14 weeks at 100% pay for birthing parents and 8 weeks at 100% pay for non-birthing parents
• Mental Health: Access to mental health support and confidential counseling resources
• Professional Development: Budgets for certifications, conferences, and learning (subject to approval)

Where We Work

We are a remote-first company. For Customer Service Agents, you must reside in one of the following 32 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, or WI.