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

Join Kin, a fast-growing insurtech company, as a Bilingual Licensed Customer Service Manager. In this role, you will lead a team of licensed Customer Service Agents, drive customer service performance, and implement service initiatives to improve the customer experience. You will also resolve complex customer escalations and partner cross-functionally to ensure your team has the tools and resources they need to succeed. This position offers a range of benefits, including medical, dental, vision, and a 401k plan.

• 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.

• 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
• Bilingual in English and Spanish
• Experience using performance metrics and data to drive operational improvements
• Ability to thrive in a fast-paced, evolving environment while maintaining a collaborative, positive approach
• Call center leadership experience
• 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
• Proven experience coaching and developing customer-facing employees to achieve performance goals