Remote Licensed Customer Service Manager — Lead 12–14 Agents

Kin Insurance, Inc.; Northern (KY); Hybrid; USD 70,000 - 100,000; 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 service experience for homeowners across every stage of their insurance journey.

In this role you’ll hire, coach, and develop the team, partner across the business to improve processes, resolve complex customer issues, and deliver operational excellence as Kin reshapes how customers buy and manage homeowners insurance.

Qualifications

• P&C license required.
• 3+ years customer service or support; 2+ years leading customer service teams within insurance.
• 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.

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

P&C license

Leadership

Bilingual EN/ES

Data-driven

Call center leadership

Performance metrics

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 service experience for homeowners across every stage of their insurance journey.

In this role you’ll hire, coach, and develop the team, partner across the business to improve processes, resolve complex customer issues, and deliver operational excellence as Kin reshapes how customers buy and manage homeowners insurance.