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Bilingual Licensed Customer Service Manager
Kin Insurance. Lead, coach, and develop a team of 12–14 licensed Customer Service Agents .
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Property & Casualty (P&C) insurance license
- 3+ years of customer service or customer support experience
- 2+ years leading customer service teams within 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 in English and Spanish
- Ability to thrive in a fast-paced, evolving environment while maintaining a collaborative, positive approach
- Availability to work Monday–Friday between 10:00 a.m. and 7:00 p.m. CT
- Availability for one Saturday shift (8:00 a.m.–5:00 p.m. CT) approximately every nine weeks
- Must be able to live and work full-time in one of the listed states
- Must be authorized to work for any employer in the United States and indicate whether employment sponsorship will be required
Benefits
Comp & perks- Equity
- Remote-first work arrangement
- Offices in Chicago, IL and St. Petersburg, FL available for collaboration
- Prompt updates and feedback following interviews
- Interviews with recruiters, hiring managers, and team members
- Skills assessment relevant to the position, if applicable
- Genuine, thoughtful human interaction throughout the hiring process
- Equipment shipment for new hires, if applicable
- Equal Employment Opportunity and reasonable accommodations during the selection process