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

Kin
United States
Workplace: RemoteFull timeUSD 70,000 - 85,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Leadership","Coaching","Customer focus","Data-driven decision-making","Collaboration"]

Lead and develop a team of 12–14 licensed customer service agents to deliver exceptional homeowners insurance support. Hire, coach, and onboard team members while monitoring KPIs, analyzing performance data, and driving continuous service improvements. Resolve complex escalations, partner cross-functionally to remove obstacles, and use workforce planning and operational insights to elevate the customer experience across the insurance journey.

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FursaFursa
Kin
Kin
1 day ago

Bilingual 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 12–14 licensed customer service agents to deliver exceptional homeowners insurance support. Hire, coach, and onboard team members while monitoring KPIs, analyzing performance data, and driving continuous service improvements. Resolve complex escalations, partner cross-functionally to remove obstacles, and use workforce planning and operational insights to elevate the customer experience across the insurance journey.
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.
  • •Monitor customer service metrics, identify trends, and implement improvement plans.
  • •Analyze team and individual performance data to support coaching, workforce planning, and operational decisions.
  • •Develop and implement service initiatives to improve the customer experience and team effectiveness.
  • •Resolve complex customer escalations while partnering cross-functionally to ensure agents have needed tools and resources.

Pay and Benefits

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

Key Requirements

  • •Property & Casualty (P&C) insurance license.
  • •3+ years of customer service or customer support experience in insurance, including 2+ years leading customer service teams.
  • •Call center leadership experience.
  • •Proven ability to coach and develop customer-facing employees to achieve performance goals.
  • •Bilingual in English and Spanish.
Experience:InsuranceCall center
Skills:LeadershipCoachingCustomer focusData-driven decision-makingCollaboration
Licenses:Property & Casualty (P&C) insurance license
Languages:EnglishSpanish
Tech Stack:AI

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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Glassdoor: 3.3
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