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Licensed Customer Service Manager
Kin Insurance. Lead, coach, and develop a team of 12–14 licensed Customer Service Agents to achieve individual and team performance goals .
About the role
Key responsibilities & impact- 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
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 is preferred
- 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 for this role
- Must be authorized to work for any employer in the United States
- Must not require employment sponsorship now or in the future
Benefits
Comp & perks- Equity
- Remote-first work arrangement
- Offices in Chicago, IL and St. Petersburg, FL for collaboration
- Prompt updates and feedback following interviews
- Skills assessment relevant to the position, if applicable
- Genuine, thoughtful human interaction at every step
- Equal Employment Opportunity and reasonable accommodations during the selection process