Licensed Customer Service Manager — Lead a High-Impact Remote Team

kin; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

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

As Kin continues to transform how customers purchase and manage their insurance, you'll play a key role in shaping the

Qualifications

• 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 with a collaborative, positive approach.
• Availability to work Monday–Friday between 10:00 a.m. and 7:00 p.m. CT, with one Saturday shift approximately every nine weeks.

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

Leadership

Call center

Coaching

Data-driven

Bilingual English/Spanish

P&C license

Scheduling availability

Job description

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

As Kin continues to transform how customers purchase and manage their insurance, you'll play a key role in shaping the