Bilingual Licensed CSR Manager — Lead Insurance

Midwest Startups; Northern (KY); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Kin is a remote-first employer building smarter homeowners insurance across 32 states. We’re seeking a Licensed Customer Service Manager to lead a high-performing team of licensed agents and elevate the service experience for homeowners at every stage of their insurance journey.

You will hire, coach, and develop the team, partner across the business to improve processes, resolve escalations, and deliver operational excellence.

Qualifications

• Must have P&C insurance license.
• 3+ years customer service or support experience including 2+ years leading teams in insurance.
• Call center leadership experience.
• Experience using performance metrics to drive improvements.
• Bilingual in English and Spanish.

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.

Skills

Team leadership

Coaching

Performance metrics

Bilingual English/Spanish

Customer service expertise

Operations improvement

Education

P&C license

Job description

Kin is a remote-first employer building smarter homeowners insurance across 32 states. We’re seeking a Licensed Customer Service Manager to lead a high-performing team of licensed agents and elevate the service experience for homeowners at every stage of their insurance journey.

You will hire, coach, and develop the team, partner across the business to improve processes, resolve escalations, and deliver operational excellence.