Bilingual Licensed CS Manager, Insurance Ops

Midwest Startups

United States

Hybrid

USD 75,000 - 115,000

Full time

4 days ago

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Job summary

Kin is seeking a Bilingual Licensed Customer Service Manager to lead a remote team of licensed CS agents, delivering exceptional homeowners insurance service across the customer journey. You will hire, coach, and develop staff while partnering with cross-functional teams to drive process improvements and operational excellence.

You will coach a 12-14 person team, monitor key metrics, and implement initiatives to enhance the customer experience.

Qualifications

Licensed in Property & Casualty insurance.
3+ years in customer service, with 2+ years leading CS teams in insurance.
Call center leadership experience.
Proven coaching and development of front-line staff.
Experience using performance metrics to drive improvements.
Bilingual in English and Spanish.
Able to work 10:00 a.m.–7:00 p.m. CT, with periodic Saturday shifts.

Responsibilities

Lead, coach, and develop a team of 12-14 licensed CS agents.
Monitor metrics, identify trends, and implement improvement plans.
Analyze performance data to inform coaching and workforce planning.
Develop service initiatives to improve customer experience and team effectiveness.
Resolve complex escalations with professionalism; partner across functions.
Support recruiting, onboarding, and training of new agents.