Remote Licensed Customer Service Manager

Kin Insurance, Inc.; Northern (KY); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Kin Insurance, Inc. is seeking a Licensed Customer Service Manager to lead a high-performing team of licensed Customer Service Agents and elevate the homeowner service experience.

In this remote-first role, you will hire, coach, and develop the team while partnering across the business to improve processes, address challenges, and drive operational excellence. Kin values growth, profitability, and customer satisfaction as it expands across states.

Qualifications

• Property & Casualty (P&C) insurance license is required.
• 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 is preferred.
• Availability to work Monday–Friday between 10:00 a.m. and 7:00 p.m. CT, with one Saturday shift every nine weeks.

Responsibilities

• Lead, coach, and develop a team of 12–14 licensed Customer Service Agents to achieve individual and team goals.
• Drive customer service performance by monitoring metrics, identifying trends, and implementing improvement plans.
• Analyze team and individual performance data to inform coaching, workforce planning, and decisions.
• Develop and implement service initiatives that improve the customer experience and team effectiveness.
• Resolve complex customer escalations while modeling exceptional service.
• Partner cross-functionally to ensure agents have tools and information needed to succeed.
• Support recruiting, interviewing, onboarding, and training of new agents.
• Foster a collaborative, accountable, high-performing team culture focused on continuous improvement.

Skills

P&C license

Team leadership

Call center leadership

Coaching

Data-driven

Bilingual EN/ES (preferred)

Job description

Kin Insurance, Inc. is seeking a Licensed Customer Service Manager to lead a high-performing team of licensed Customer Service Agents and elevate the homeowner service experience.

In this remote-first role, you will hire, coach, and develop the team while partnering across the business to improve processes, address challenges, and drive operational excellence. Kin values growth, profitability, and customer satisfaction as it expands across states.