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

Kin is hiring a Bilingual Licensed Customer Service Manager to lead and develop licensed Customer Service Agents. The role focuses on improving customer service operations, resolving customer challenges, and delivering a strong homeowners insurance experience.

Responsibilities:

• Lead, coach, and develop a team of 12–14 licensed Customer Service Agents to achieve individual and team performance goals
• Drive customer 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 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

Requirements:

• Property & Casualty (P&C) insurance license
• 3+ years of customer service or customer support experience, including 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