Kin Insurance

Customer Support

• Lead, coach, and develop a team of 12–14 licensed Customer Service Agents to achieve individual and team performance goals
• Monitor key metrics, identify trends, and implement customer service improvement plans
• Analyze team and individual performance data to inform coaching, workforce planning, and operational decisions
• Develop and implement service initiatives that improve 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
• Deliver measurable gains in team effectiveness and customer satisfaction

Licensed Customer Service Manager

• Lead, coach, and develop a team of 12–14 licensed Customer Service Agents
• Achieve individual and team performance goals
• Monitor key customer service metrics, identify trends, and implement improvement plans
• Analyze team and individual performance data for coaching, workforce planning, and operational decisions
• Develop and implement service initiatives that improve customer experience and team effectiveness
• Resolve complex customer escalations while modeling exceptional service and professionalism
• Partner cross-functionally to provide agents with necessary tools, resources, and information
• Support recruiting, interviewing, onboarding, and training of new Customer Service Agents
• Foster a collaborative, accountable, high-performing team culture focused on continuous improvement
• Ensure customer service and operational performance goals are met or exceeded
• Drive efficient escalation resolution, successful onboarding, measurable team effectiveness gains, and improved customer satisfaction

Bilingual Licensed Customer Service Manager

Underwriter

• Conduct risk reviews across the full policy lifecycle using Kin's underwriting rulesets
• Review and adjudicate inspection findings, including Coverage A valuations from $1M to $2M and escalated inspection cases
• Own risk files end to end at pre-bind, during active service, and at renewal
• Gather required customer documentation and resolve open items
• Prepare files so Underwriting can make coverage decisions without rework
• Handle transferred calls and live inquiries about inspection results, requirements, and coverage conditions
• Serve as the risk-side partner to Sales on referred cases
• Manage post-bind and renewal underwriting requirements
• Follow up on incomplete inspections and outstanding conditions
• Complete RBR document gathering
• Manage escalated knockout-question resolution and complex customer correspondence
• Process premium-bearing policy actions accurately and in compliance with state and underwriting requirements
• Communicate underwriting outcomes, declines, and additional requirements to customers and partner teams
• Identify patterns and process gaps that can be converted into rules to reduce manual review

Licensed Underwriting Services Associate

Business Intelligence Analyst

• Translate regulatory and financial reporting requirements into report logic and data definitions
• Develop, maintain, and update regulatory and compliance reports for state filings, market conduct exams, audits, and other reporting obligations
• Validate compliance-submission data against agreed checks, document procedures and results, and escalate exceptions
• Own reporting readiness for new products and state launches, including post-launch data validation
• Investigate reporting discrepancies and data anomalies, isolate root causes, and drive remediation with Data Engineering, Finance, and Product
• Write and execute validation tests confirming data pipelines produce reporting-accurate output
• Build and maintain automated reporting processes, data-quality checks, reconciliations, and alerts
• Document report logic, data definitions, controls, validation procedures, and reporting processes
• Produce and reconcile data feeds used by Finance for month-end close and resolve variances
• Research data and assemble supporting documentation for regulators, auditors, and internal stakeholders
• Recommend process, control, and automation improvements to the Compliance Reporting & Data Lead
• Partner across Compliance, Finance, Product, and Data Engineering
• Report to the Compliance Reporting & Data Lead

Compliance Data & Reporting Analyst

Security Engineer

• Own and tune the EDR/MDR stack, detection policies, runbooks, and automation
• Lead incident response from investigation through containment and remediation
• Own endpoint security across managed and BYOD devices
• Set device posture standards, hardening baselines, and data-access policies
• Define identity security requirements and partner with IT on SSO implementation
• Shape the RBAC model and drive recurring access reviews
• Build and remediate security controls across AWS, Google Workspace, identity, and data protection
• Respond quickly to security tickets and questions across Kin
• Conduct threat modeling and deliver actionable risk assessments
• Educate employees and build a company-wide security culture
• Remediate cloud vulnerabilities and misconfigurations directly
• Improve detection quality, device posture management, access reviews, and closure of high-risk security gaps

Senior Security Engineer

Sales

• Develop and implement strategic sales plans to achieve company goals and exceed daily, weekly, and monthly quotas
• Coach, empower, and engage 12–14 Sales Agents in a call-center environment
• Meet or exceed target performance plans and objective standards for agents
• Provide data reporting, analysis, and tracking of team and individual Agent sales performance
• Establish productive and professional relationships with key personnel in other departments
• Collaborate with cross-functional teams to drive product development and enhancements
• Develop and implement new sales initiatives, strategies, and programs to drive production
• Assist in recruiting, interviewing, onboarding, and training new Sales Agents
• Oversee experienced insurance Sales Agents and drive call-center metrics
• Identify coaching opportunities, celebrate team wins, and ensure customer satisfaction
• Partner with other departments to ensure the sales team has the tools needed for success

Licensed Sales Manager

• Serve as the first line of support for homeowners
• Handle high-volume inbound and outbound interactions by phone, chat, and email
• Provide guidance on policies, payments, cancellations, and coverage questions
• Create, update, and process homeowners insurance policies, endorsements, payments, and refunds
• Educate policyholders about coverage details, policy changes, and next steps
• Partner with customers’ banks and lenders to obtain required documentation and ensure policy compliance
• Navigate multiple internal systems and tools to resolve inquiries efficiently
• Identify process improvement opportunities and share feedback to improve customer experience and team effectiveness
• Complete the mandatory paid 10-week training program and apply the learning to live customer scenarios