Licensed Customer Service Leader - Remote Home Insurance

Kin Insurance; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Kin Insurance is seeking a Licensed Customer Service Manager to lead a high‑performing team of licensed agents and elevate the service experience for homeowners across their insurance journey. You will hire, coach, and develop the team while partnering to improve processes and deliver operational excellence.

As Kin modernizes how customers purchase and manage insurance, you’ll shape the customer experience, identify improvement opportunities, and drive outstanding results with a data‑driven

Qualifications

• Active Property & Casualty license required.
• Minimum 3+ years in customer service or support.
• At least 2+ years leading a customer service team in insurance.
• Experience in call center leadership and coaching.
• Ability to use performance data to drive improvements.
• Bilingual English/Spanish preferred.

Responsibilities

• Lead, coach, and develop a team of 12–14 licensed Customer Service Agents.
• Monitor metrics, identify trends, and implement improvement plans.
• Analyze performance data to inform coaching and staffing decisions.
• Develop service initiatives to improve customer experience and team effectiveness.
• Resolve complex escalations with exceptional service.
• Partner across functions to ensure agents have tools and information.
• Support recruiting, onboarding, and training of new agents.
• Foster a collaborative, high‑performing team culture.

Skills

P&C license

Customer service

Call center leadership

Coaching

Data-driven

Bilingual (English/Spanish) preferred

Job description

Kin Insurance is seeking a Licensed Customer Service Manager to lead a high‑performing team of licensed agents and elevate the service experience for homeowners across their insurance journey. You will hire, coach, and develop the team while partnering to improve processes and deliver operational excellence.

As Kin modernizes how customers purchase and manage insurance, you’ll shape the customer experience, identify improvement opportunities, and drive outstanding results with a data‑driven