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

Join Kin, a fast-growing insurtech company, as a Licensed Customer Service Manager. In this role, you will lead a team of licensed Customer Service Agents, drive customer service performance, analyze performance data, and develop service initiatives to improve the customer experience. You will also resolve complex customer escalations, partner cross-functionally, support recruiting and onboarding, and foster a high-performing team culture. This position offers a range of benefits, including medical, dental, vision, life insurance, disability insurance, a 401k plan, flexible PTO, and more.

• Lead, coach, and develop a team of 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.
• Resolve complex customer escalations while modeling exceptional service and professionalism.

• Ability to thrive in a fast-paced, evolving environment while maintaining a collaborative, positive approach
• Call center leadership experience
• Experience using performance metrics and data to drive operational improvements
• Availability to work Monday–Friday between 10:00 a.m. and 7:00 p.m. CT, with one Saturday shift (8:00 a.m.–5:00 p.m. CT) approximately every nine weeks
• Property & Casualty (P&C) insurance license
• Bilingual in English and Spanish is preferred
• Proven experience coaching and developing customer-facing employees to achieve performance goals
• 3+ years of customer service or customer support experience, including 2+ years leading customer service teams within the insurance industry