Licensed Customer Service Manager

Kin Insurance; Las Vegas (NV); Remote; USD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Licensed Customer Service Manager, where you'll lead a dedicated team to deliver exceptional customer experiences. This role focuses on coaching and developing agents, analyzing performance data, and collaborating with various departments to enhance processes and tools. You'll be instrumental in shaping a high-performance culture while managing day-to-day operations. With a commitment to innovation and customer satisfaction, this opportunity allows you to make a significant impact in a growing organization that values its members and employees alike. Embrace the chance to grow your career in a dynamic environment that celebrates diversity and fosters professional development.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401K with Company Match

Flexible PTO

Paid Parental Leave

Continuing Education Opportunities

Employee Assistance Program

Qualifications

• 3+ years in customer support with 1+ year in a supervisory role.
• Strong understanding of contact center metrics and performance.

Responsibilities

• Lead a team of 10-14 agents, ensuring excellent customer service.
• Conduct coaching sessions and monitor performance metrics.

Skills

Customer Support Experience

Supervisory Skills

Critical Thinking

Coaching and Mentoring

Bilingual (Spanish)

Education

Active Property and Casualty License

Experience in Personal Lines Insurance

Tools

CRM Systems

VOIP Systems

Workforce Management Platforms

Business Intelligence Tools

Regal Contact Center

Kustomer

Assembled

Workday

Looker

Job description

Kin is on a mission to change home insurance from what it is to what it should be. Whether we’re leveraging data to create customizable coverage or providing claims service that goes above and beyond expectations, our members are at the heart of everything we do. In the face of ever-growing climate risk, they deserve an insurance company that cares about them. We aim to stick with our members through thick and thin.

We use efficient technology that lets homeowners buy directly from us to keep costs down. This is the essence of Kin. Our approach has fostered amazing growth, attracted marquee investors, and earned us accolades, including being named to:

• Built In Chicago's Best Places to Work, Midsize Companies (2021-2024).
• Forbes' America's Best Startup Employers (2021- 2023).
• Inc. 5000 Fastest-Growing Private Companies.
• Forbes’ Fintech 50.

Simply put, our people are what make us great – we need forward-thinking, inspired game-changers like you to join us in our mission.

So, what’s the role?

As a Licensed Customer Service Manager, you will lead a team of 10-14 frontline Customer Service agents, providing supervision and guidance to ensure that they deliver excellent customer experiences. You will play an important role in shaping training, processes, and performance management while managing and mentoring a high performance team. Your primary focus will be managing and developing your team by coaching agents on performance metrics, monitoring calls, reviewing processes, and executing coaching plans. You will also be an important contributor, collaborating with other departments, in the development of new processes and tools to improve agent and customer experience.

A day in the life could include:

• Conducting coaching sessions with agents and providing feedback on performance and development.
• Reviewing and analyzing performance data to track team and individual agent activity, identify trends, and provide guidance to help agents achieve their goals.
• Monitoring calls, chats, and emails to ensure quality standards are met, providing feedback to agents, and identifying opportunities for process and training improvement.
• Overseeing daily operations by monitoring agent attendance, managing call queues, and tracking schedule adherence.
• Serving as a point of escalation for complex customer cases by guiding agents through challenging situations, answering questions, or handling matters directly when needed.
• Reviewing resumes, interviewing candidates, assisting with agent onboarding, and facilitating training to ensure agents are set up for success.
• Collaborating with internal teams such as Training, Quality Assurance, Accounting Operations, and Revenue Operations to refine processes, enhance agent tools, and implement improvements that drive efficiency and customer satisfaction.
• Collaborating on special projects to test new customer experience strategies and revenue generating initiatives to improve customer outcomes.

I’ve got the skills… but do I have the necessary ones?

• Minimum of 3+ years of customer support experience, including at least 1 year in a supervisory role. Preference for experience in personal lines insurance.
• Prior experience managing agents in a high volume contact center, with a preference for remote contact center management.
• Proficiency with contact center and customer service tools, such as VOIP systems, CRM, Workforce Management Platforms, HRIS, and Business Intelligence Tools. Experience in Regal Contact Center, Kustomer, Assembled, Workday and Looker a plus.
• A strong understanding of customer contact center metrics, including adherence, average handle time (AHT), call volume, service levels, and other KPIs.
• Proven ability to coach, mentor, and develop agents by providing feedback, setting expectations and implementing individual plans to drive improvement.
• Demonstrated ability to independently think critically and solve problems creatively.
• Active Property and Casualty (P&C) License required.
• Experience with consumer auto insurance preferred.
• Shift time is 10 AM to 7 PM (Central Standard Time) Monday through Friday. 1 Saturday shift required every 4-6 weeks.
• Bonus Points: Bilingual (Spanish speaking)

Oh, and don’t worry, we’ve got you covered!

We offer a comprehensive benefits program, allowing you to choose the benefits that are best for you and your family including: Medical, Dental, Vision, Life Insurance and Disability Insurance options, an Employee Assistance Program, as well as elective voluntary benefits such as accident insurance, hospital indemnity, critical illness, legal assistance and pet insurance.

In addition to these benefits, we also are excited to offer the following:

• Competitive salary and equity
• 401K with a company match of up to 4%
• Flexible PTO for exempt employees, along with 8 company-observed holidays
• A paid parental leave program that provides 100% salary continuation of up to 14 weeks for birthing parents and 8 weeks for non-birthing parents
• Continuing education and professional development opportunities

For Sales Agents and Customer Service Agents: These roles sit in any of the following 30 states: AL, AZ, CO, FL, ID, IL, IN, KS, KY, MA, MD, ME, MI, MN, MO, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, VT, VA, WA, and WI.

For all other positions, these roles can sit in any of the following 40 states: AL, AR, AZ, CA (exempt only), CO, CT, FL, GA, ID, IL, IN, IA, KS, KY, MA, ME, MD, MI, MN, MO, MT, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, SD, TN, TX, UT, VT, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above.

State locations and specifics are subject to change as our hiring requirements shift.

About Kin

Kin is the only pure-play, direct-to-consumer digital insurer focused on the growing home insurance market. We make policies convenient and affordable through a technology platform that delivers a seamless user experience, customized options for coverage, and fast, high-quality claims service. Kin is a fully licensed carrier that offers coverage through its reciprocal exchanges which are owned by its policyholders. To learn more, visit www.kin.com.

EEOC Statement

Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don't just accept difference – we honor it, nurture it, and celebrate it. We don’t discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.