Remote Licensed Insurance CS Manager: Lead & Elevate Service

Midwest Startups; Northern (KY); Hybrid; USD 70,000 - 100,000; 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 the 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. Kin values growth, unit economics, and exceptional customer ratings.

Qualifications

• P&C (Property & Casualty) license is required.
• 3+ years of customer service or support experience, including 2+ years leading customer service teams within insurance.
• Call center leadership experience.
• Proven coaching and development of customer-facing employees to hit performance goals.
• Experience using metrics and data to drive operational improvements.
• Bilingual in English and Spanish preferred.
• Ability to thrive in a fast-paced, evolving environment with a collaborative approach.
• Availability to work Mon–Fri 10:00 a.m.–7:00 p.m. CT, plus one Saturday shift every ~9 weeks.

Responsibilities

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

Skills

Team leadership

Performance coaching

Data analysis

Call center management

Bilingual EN/ES

Cross-functional collaboration

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 the 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. Kin values growth, unit economics, and exceptional customer ratings.