Bilingual Licensed Customer Service Manager, Kin Insurance
10am - 7pm CST
$70-85k
+ equity
More information about location
Personalized home insurance platform
Be an early applicant
Personalized home insurance platform
501-1000 employees
Be an early applicant
$70-85k
+ equity
More information about location
501-1000 employees
Company mission
To reimagine home insurance for every new normal.
Role
Who you are
- 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
- 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
What the job involves
- We're looking for a Licensed Customer Service Manager to lead a high-performing team of licensed Customer Service Agents and help elevate the service experience for homeowners across every stage of their insurance journey
- In this role, you'll hire, coach, and develop a team while partnering across the business to improve processes, solve customer challenges, and deliver operational excellence. As Kin continues to transform how customers purchase and manage their insurance, you'll play a key role in shaping the customer experience, identifying opportunities for improvement, and helping your team consistently deliver outstanding results
- 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
- Success in this role
- In your first 6–12 months at Kin, success is less about checking boxes and more about the impact you create. You’ll use your skills and judgment to take ownership of meaningful work, improve how we operate, and help move Kin’s mission forward. Along the way, you’ll deliver outcomes that make a real difference for both Kinfolk and the homeowners we serve
- By the end of your first year, you should feel confident in your role, trusted as an owner, and proud of the progress you’ve helped make
- Your team consistently meets or exceeds customer service and operational performance goals
- Customer escalations are resolved efficiently while maintaining a high-quality customer experience
- New hires are successfully onboarded, engaged, and contributing quickly to team performance
- Service improvements and coaching initiatives result in measurable gains in team effectiveness and customer satisfaction
Application process
- The hiring process and timeline for each role will vary, depending on the position. However, here are some things you can expect from us:
- Prompt updates and feedback following interviews
- Interviews with recruiters, hiring managers, and members of teams
- Skills assessment relevant to the position, if applicable
- Genuine, thoughtful human interaction at every step
Our take
The setup process for home insurance can be difficult and time-consuming, particularly for complex and risky properties. Legacy insurance providers rely on users and brokers to insert uniform data, an approach that is not very accurate considering the idiosyncrasies of each individual property.
Kin Insurance works directly with consumers to provide bespoke and affordable home insurance. The company's software imports thousands of variables based on third-party data in order to provide a more personalized approach to home insurance. Data is also collected from aerial and satellite imagery, government records, and building permits to ensure a house is covered from localized threats such as wildfire, hurricanes and other natural disasters.
Recognizing the antiquated and one-size-fits-all nature of the current home insurance landscape, Kin Insurance has taken an innovative approach by focusing on data collection. Through these means, the company claims that it can offer personalized insurance that can be negotiated directly through its communication channels, ensuring that consumers can access the exact insurance they need without having to pay more than is required. Strong funding, raised across several rounds, will allow Kin to expand its network and business reach.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (last 2 of 12 rounds)
Sep 2025
$50m
SERIES E
Feb 2024
$15m
SERIES D
Total funding: $376m
Company benefits
- Medical
- Dental
- Vision
- Life insurance
- Disability insurance
- Commuter benefit plan
- 401k
- Flex spending accounts
- Support for continuing education and professional development
- Training, development, and networking opportunities via Sales Assembly
- Flexible PTO
- Onsite gym membership
- Company-provided lunch each month
- Daily snacks
- Sodas, unlimited flavored water, & coffee
Company HQ
River North, Chicago, IL
Leadership
Sean Harper
(Co-Founder & CEO)Sean worked as a BCG Associate for 5 years before founding FeeFighters.com and working for 2 years at Groupon. After a year as CPO of 2Checkout, they co-founded Kin Insurance, serving since as CEO.
Lucas Ward
(Co-Founder & Member of the Board of Directors)Having studied at Southeast Missouri State University, Lucas spent half a decade at Accenture, before a combined 3 years at ThoughtWorks and Fundspire. They left their CTO position at Rippleshot in 2015 to co-found Kin Insurance in January 2016.
Vivek Vaid
(CTO)Previously CTO at BRANDED, FourKites, Chief Data Officer at Uptake and Head of Technology at Morningstar.
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