Bilingual Licensed Customer Service Manager - Kin

About Kin

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simpler, more affordable, and better for homeowners — especially in the places where climate risks, rising costs, and outdated systems make it hardest.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

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)

The Opportunity

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.

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 the Role

• 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.

What You'll Bring

• 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.

Where We Work

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.