Licensed Customer Service Manager (10am - 7pm CST)

Kin
United States
Workplace: RemoteFull timeUSD 70,000 - 85,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Leadership","Coaching","Team development","Customer empathy","Data-driven decision-making"]

Lead and develop a team of licensed customer service agents, driving service performance through metrics, trend analysis, and improvement plans. Resolve complex customer escalations while modeling exceptional, professional service. Partner cross-functionally to improve processes and provide teams with the tools they need. Support recruiting, interviewing, onboarding, and training, and help build a high-performing culture focused on continuous improvement and operational excellence.

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Kin
Kin
1 day ago

Licensed Customer Service Manager (10am - 7pm CST)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead and develop a team of licensed customer service agents, driving service performance through metrics, trend analysis, and improvement plans. Resolve complex customer escalations while modeling exceptional, professional service. Partner cross-functionally to improve processes and provide teams with the tools they need. Support recruiting, interviewing, onboarding, and training, and help build a high-performing culture focused on continuous improvement and operational excellence.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a team of 12–14 licensed Customer Service Agents to achieve performance goals.
  • •Drive 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 partnering cross-functionally to provide agents with the tools and resources needed to succeed.

Pay and Benefits

Salary: USD 70,000 - 85,000 annually
Equity and Bonus:Equity
Perks:Equity

Key Requirements

  • •Property & Casualty (P&C) insurance license.
  • •3+ years of customer service/support experience, including 2+ years leading customer service teams in 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 English and Spanish is preferred.
Experience:3+ yearsInsurance industryCustomer serviceCall center
Skills:LeadershipCoachingTeam developmentCustomer empathyData-driven decision-making
Licenses:Property & Casualty (P&C) insurance license
Languages:EnglishSpanish

Company Brief

Kin
Direct-to-consumer digital home insurance provider using property data and a technology platform to price, underwrite, and service homeowners' policies across multiple U.S. states.
Industry: InsurTech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Chicago, United States
Founded: 2016
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