Kin is on a mission to change home insurance from what it is to what it should be. Whether we’re leveraging data to create customizable coverage or providing claims service that goes above and beyond expectations, our members are at the heart of everything we do. In the face of ever-growing climate risk, they deserve an insurance company that cares about them. We aim to stick with our members through thick and thin.
We use efficient technology that lets homeowners buy directly from us to keep costs down. This is the essence of Kin. Our approach has fostered amazing growth, attracted marquee investors, and earned us accolades, including being named to:
- Built In Chicago's Best Places to Work, Midsize Companies (2021-2024).
- Forbes' America's Best Startup Employers (2021- 2023).
- Inc. 5000 Fastest-Growing Private Companies.
- Forbes’ Fintech 50.
Simply put, our people are what make us great – we need forward-thinking, inspired game-changers like you to join us in our mission.
So, what’s the role?
As a Licensed Customer Service Manager, you will lead a team of 10-14 frontline Customer Service agents, providing supervision and guidance to ensure that they deliver excellent customer experiences. You will play an important role in shaping training, processes, and performance management while managing and mentoring a high performance team. Your primary focus will be managing and developing your team by coaching agents on performance metrics, monitoring calls, reviewing processes, and executing coaching plans.
You will also be an important contributor, collaborating with other departments, in the development of new processes and tools to improve agent and customer experience..
A day in the life could include:
- Conducting coaching sessions with agents and providing feedback on performance and development.
- Reviewing and analyzing performance data to track team and individual agent activity, identify trends, and provide guidance to help agents achieve their goals.
- Monitoring calls, chats, and emails to ensure quality standards are met, providing feedback to agents, and identifying opportunities for process and training improvement.
- Overseeing daily operations by monitoring agent attendance, managing call queues, and tracking schedule adherence.
- Serving as a point of escalation for complex customer cases by guiding agents through challenging situations, answering questions, or handling matters directly when needed.
- Reviewing resumes, interviewing candidates, assisting with agent onboarding, and facilitating training to ensure agents are set up for success.
- Collaborating with internal teams such as Training, Quality Assurance, Accounting Operations, and Revenue Operations to refine processes, enhance agent tools, and implement improvements that drive efficiency and customer satisfaction.
- Collaborating on special projects to test new customer experience strategies and revenue generating initiatives to improve customer outcomes.
I’ve got the skills… but do I have the necessary ones?
- Minimum of 3+ years of customer support experience, including at least 1 year in a supervisory role. Preference for experience in personal lines insurance.
- Prior experience managing agents in a high volume contact center, with a preference for remote contact center management.
- Proficiency with contact center and customer service tools, such as VOIP systems, CRM, Workforce Management Platforms, HRIS, and Business Intelligence Tools. Experience in Regal Contact Center, Kustomer, Assembled, Workday and Looker a plus.
- A strong understanding of customer contact center metrics, including adherence, average handle time (AHT), call volume, service levels, and other KPIs.
- Proven ability to coach, mentor, and develop agents by providing feedback, setting expectations and implementing individual plans to drive improvement.
- Demonstrated ability to independently think critically and solve problems creatively.
- Active Property and Casualty (P&C) License required.
- Experience with consumer auto insurance preferred.
- Shift time is 10 AM to 7 PM (Central Standard Time) Monday through Friday. 1 Saturday shift required every 4-6 weeks.
- Bonus Points: Bilingual (Spanish speaking)
Oh, and don’t worry, we’ve got you covered!
We offer a comprehensive benefits program, allowing you to choose the benefits that are best for you and your family including: Medical, Dental, Vision, Life Insurance and Disability Insurance options, an Employee Assistance Program, as well as elective voluntary benefits such as accident insurance, hospital indemnity, critical illness, legal assistance and pet insurance. In addition to these benefits, we also are excited to offer the following:
- Competitive salary and equity
- 401K with a company match of up to 4%
- Flexible PTO for exempt employees, along with 8 company-observed holidays
- A paid parental leave program that provides 100% salary continuation of up to 14 weeks for birthing parents and 8 weeks for non-birthing parents
- Continuing education and professional development opportunities
We will accept applications for this role through March 23, 2025.#LI-DD1#LI-REMOTEFor Sales Agents and Customer Service Agents: These roles sit in any of the following 30 states: AL, AZ, CO, FL, ID, IL, IN, KS, KY, MA, MD, ME, MI, MN, MO, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, VT, VA, WA, and WI. For all other positions, these roles can sit in any of the following 40 states: AL, AR, AZ, CA (exempt only), CO, CT, FL, GA, ID, IL, IN, IA, KS, KY, MA, ME, MD, MI, MN, MO, MT, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, SD, TN, TX, UT, VT, VA, WA, and WI.
Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.
About Kin
Kin is the only pure-play, direct-to-consumer digital insurer focused on the growing home insurance market. We make policies convenient and affordable through a technology platform that delivers a seamless user experience, customized options for coverage, and fast, high-quality claims service. Kin is a fully licensed carrier that offers coverage through its reciprocal exchanges which are owned by its policyholders. To learn more, visit www.kin.com.
EEOC Statement
Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don't just accept difference – we honor it, nurture it, and celebrate it. We don’t discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.Compensation Range: $70K - $87K
Life at Kin Insurance
Kin is on a mission to change home insurance from what it is to what it should be. Whether we’re leveraging data to create customizable coverage or providing claims service that goes above and beyond expectations, our members are at the heart of everything we do. In the face of ever-growing climate risk, our members deserve an insuramce company that cares about them. We aim to stick with them through thick and thin.
Use efficient technology that lets homeowners buy directly from us to keep costs down: This is the essence of Kin. Our approach has fostered amazing growth and attracted marquee investors, including QED Investors, Activate Capital, August Capital, Commerce Ventures, Hudson Structured Capital Management, Avanta Ventures, Geodesic, and Flourish.
Thrive Here & What We Value1. Focus on customer outcomes | 2. Emphasis on efficient technology to keep costs down | 3. Commitment to extended hours for effective response to catastrophic events | 4. Comprehensive benefits program | 5. Continuing education and professional development opportunities</s> | 1. Comprehensive Benefits Program | 2. Competitive Salary and Equity | 3. Flexible PTO for Exempt Employees | 4. Paid Parental Leave Program | Kin is on a mission to change home insurance from what it is to what it should be. | They aim to stick with their members through thick and thin. | They use efficient technology that lets homeowners buy directly from them to keep costs down. | Their people are what make them great – they need forward-thinking, inspired game-changers like you to join them in their mission.</s> | We aim to stick with our members through thick and thin. | We use efficient technology that lets homeowners buy directly from us to keep costs down. | Our approach has fostered amazing growth, attracted marquee investors, and earned us accolades, including being named to: Built In Chicago's Best Places to Work, Midsize Companies (2021-2024). | Forbes' America's Best Startup Employers (2021- 2023). | Inc. 5000 Fastest-Growing Private Companies. | Forbes’ Fintech 50. | We offer a comprehensive benefits program, allowing you to choose the benefits that are best for you and your family including: Medical, Dental, Vision, Life Insurance and Disability Insurance options, Employee Assistance Program, as well as elective voluntary benefits such as accident insurance, hospital indemnity, critical illness, legal assistance and pet insurance. | We also offer competitive salary and equity, 401K with company match of up to 4%, flexible PTO for exempt employees, along with 8 company-observed holidays, and a paid parental leave program that provides 100% salary continuation of up to 14 weeks for birthing parents and 8 weeks for non-birthing parents. | Kin will accept applications for the role until March, 14, 2025. #LI-REMOTE</s> | 1. Kin is on a mission to change home insurance from what it is to what it should be. | 2. They aim to stick with their members through thick and thin. | 3. They use efficient technology that lets homeowners buy directly from them to keep costs down. | 4. Their people are what make them great – they need forwardthinking, inspired game-changers like you to join them in their mission.</s> | Comprehensive benefits program, including Medical, Dental, Vision, Life Insurance and Disability Insurance options, Employee Assistance Program, as well as elective voluntary benefits such as accident insurance, hospital indemnity, critical illness, legal assistance and pet insurance. | Our people are what make us great – we need forward-thinking, inspired game-changers like you to join us in our mission.</s> | 1. Kin is committed to changing home insurance from what it is to what it should be. | 2. Kin aims to stick with its members through thick and thin. | 3. Kin uses efficient technology that lets homeowners buy directly from them to keep costs down. | 4. Kin's people are what make them great – they need forwardthinking, inspired game-changers like you to join them in their mission.</s> | 5. Kin offers a comprehensive benefits program, allowing employees to choose the benefits that are best for them and their family. | 6. They offer continuing education and professional development opportunities. | 7. Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer.</s> | Comprehensive benefits program, including medical, dental, vision, life insurance and disability insurance options, an Employee Assistance Program, as well as elective voluntary benefits such as accident insurance, hospital indemnity, critical illness, legal assistance and pet insurance. | 401K with a company match of up to 4% | 4. Their approach has fostered amazing growth, attracted marquee investors, and earned them accolades, including being named to: Built In Chicago's Best Places to Work, Midsize Companies (20212024). | 5. Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer.</s> | 2. We aim to stick with our members through thick and thin. | 3. Our approach has fostered amazing growth, attracted marquee investors, and earned us accolades, including being named to: Built In Chicago's Best Places to Work, Midsize Companies (20212024). | 4. Forbes' America's Best Startup Employers (2021 2023). | 5. Inc. 5000 FastestGrowing Private Companies. | 6. Forbes’ Fintech 50. | 7. We offer a comprehensive benefits program, allowing you to choose the benefits that are best for you and your family including: Medical, Dental, Vision, Life Insurance and Disability Insurance options, Employee Assistance Program, as well as elective voluntary benefits such as accident insurance, hospital indemnity, critical illness, legal assistance and pet insurance. | 8. We also offer competitive salary and equity, 401K with company match of up to 4%, Flexible PTO for exempt employees, along with 8 companyobserved holidays, A paid parental leave program that provides 100% salary continuation of up to 14 weeks for birthing parents and 8 weeks for non-birthing parents, Continuing education and professional development opportunities.</s> | 3. 401K with company match of up to 4% | 4. Flexible PTO for exempt employees, along with 8 companyobserved holidays | 5. Paid parental leave program that provides 100% salary continuation of up to 14 weeks for birthing parents and 8 weeks for nonbirthing parents | 6. Continuing education and professional development opportunities</s> | 21. Comprehensive benefits program | 22. Competitive salary and equity | 23. 401K with company match of up to 4% | 24. Flexible PTO for exempt employees, along with 8 companyobserved holidays | 25. Paid parental leave program that provides 100% salary continuation of up to 14 weeks for birthing parents and 8 weeks for nonbirthing parents | 26. Continuing education and professional development opportunities</s> | 9. Kin will accept applications for the role until April, 28th, 2025 | 10. This role is eligible to earn additional compensation annually through participation in our Kin Leadership Incentive Plan.</s> | Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. They don't just accept difference – they honor it, nurture it, and celebrate it.</s> | 7. We offer a comprehensive benefits program, allowing you to choose the benefits that are best for you and your family including Medical, Dental, Vision, Life Insurance, and Disability Insurance options, an Employee Assistance Program, as well as elective voluntary benefits such as accident insurance, hospital indemnity, critical illness, legal assistance and pet insurance. | 8. We offer competitive salary and equity, 401K with a company match of up to 4%, flexible PTO for exempt employees, along with 8 companyobserved holidays, and a paid parental leave program that provides 100% salary continuation of up to 14 weeks for birthing parents and 8 weeks for non-birthing parents. | 9. Continuing education and professional development opportunities.</s> | 3. Our people are what make us great – we need forwardthinking, inspired game-changers like you to join us in our mission. | 4. We offer a comprehensive benefits program, allowing you to choose the benefits that are best for you and your family including: Medical, Dental, Vision, Life Insurance and Disability Insurance options, Employee Assistance Program, as well as elective voluntary benefits such as accident insurance, hospital indemnity, critical illness, legal assistance and pet insurance. | 5. We also offer competitive salary and equity, 401K with company match of up to 4%, Flexible PTO for exempt employees, along with 8 companyobserved holidays, and a paid parental leave program that provides 100% salary continuation of up to 14 weeks for birthing parents and 8 weeks for non-birthing parents. | 6. Continuing education and professional development opportunities.</s> | 3. We use efficient technology that lets homeowners buy directly from us to keep costs down. | 4. Our people are what make us great – we need forwardthinking, inspired game-changers like you to join us in our mission.</s> | 1. Kin Insurance is on a mission to change home insurance from what it is to what it should be. | 4. Their approach has fostered amazing growth, attracted marquee investors, and earned them accolades, including being named to Built In Chicago's Best Places to Work, Midsize Companies (20212024). | 5. Kin Insurance is looking for forwardthinking, inspired game-changers like you to join their mission. | 6. They offer a comprehensive benefits program, allowing employees to choose the benefits that are best for them and their family. | 7. They also provide continuing education and professional development opportunities.</s> | 4. Our approach has fostered amazing growth, attracted marquee investors, and earned us accolades, including being named to: Built In Chicago's Best Places to Work, Midsize Companies (20212024). | 5. Forbes' America's Best Startup Employers (2021 2023). | 6. Inc. 5000 FastestGrowing Private Companies. | 7. Forbes’ Fintech 50. | 8. We celebrate and honor differences.</s> | Kin is a fully licensed carrier that offers coverage through its reciprocal exchanges which are owned by its policyholders. They aim to stick with their members through thick and thin and use efficient technology that lets homeowners buy directly from them to keep costs down. Kin's approach has fostered amazing growth, attracted marquee investors, and earned them accolades, including being named to Built In Chicago's Best Places to Work, Midsize Companies (20212024), Forbes' America's Best Startup Employers (2021- 2023), Inc. 5000 Fastest-Growing Private Companies, Forbes’ Fintech 50. Kin will accept applications for the role until April 25, 2025.</s> | 1. Focus on customer service and claims service that goes above and beyond expectations | 2. Emphasis on using efficient technology to keep costs down for homeowners | 3. Missiondriven company that cares about its members through thick and thin | 4. Comprehensive benefits program, including medical, dental, vision, life insurance, and disability insurance options | 1. MissionDriven Company | 2. Emphasis on CustomerCentric Approach | 3. Focus on Efficient Technology for Cost Reduction | 4. Emphasis on Claims Service that Goes Above and Beyond Expectations | 5. Emphasis on Sticking with Members Through Thick and Thin</s> | 4. Our approach has fostered amazing growth, attracted marquee investors, and earned us accolades, including being named to:Built In Chicago's Best Places to Work, Midsize Companies (20212024). | 8. We celebrate our differences and don't discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. | 9. We offer flexible PTO policy, remote work, generous equity package, 401K with company match, parental leave, continuing education and professional development.</s> | 5. Kin is expanding our customer base and we are looking for new Kinfolk residing in Mountain and Pacific time zones! | 6. We offer a comprehensive benefits program, allowing you to choose the benefits that are best for you and your family including: Medical, Dental, Vision, Life Insurance and Disability Insurance options, Employee Assistance Program, as well as elective voluntary benefits such as accident insurance, hospital indemnity, critical illness, legal assistance and pet insurance. | 7. We offer competitive salary and equity, 401K with company match of up to 4%, 16 days of accrued PTO, 2 floating holidays and 8 company holidays, and a paid parental leave program that provides 100% salary continuation of up to 14 weeks for birthing parents and 8 weeks for nonbirthing parents. | 8. We celebrate difference and don't discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.</s> | 1. Missiondriven company that cares about its members | 2. Efficient technology that lets homeowners buy directly from them to keep costs down | 3. Marquee investors and accolades, including being named to Built In Chicago's Best Places to Work, Midsize Companies (20212024), Forbes' America's Best Startup Employers (2021- 2023), Inc. 5000 Fastest-Growing Private Companies, Forbes’ Fintech 50 | 4. Remote work and flexible PTO policy | 5. Generous equity package and parental leave | 7. EEOC Statement: Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer that celebrates and honors differences.</s> | 1. Mission to change home insurance from what it is to what it should be. | 2. Focus on providing customizable coverage and fast, highquality claims service. | 3. Emphasis on using efficient technology that lets homeowners buy directly from Kin to keep costs down. | 4. Commitment to sticking with members through thick and thin. | 5. Attraction of marquee investors and earning accolades such as being named to Built In Chicago's Best Places to Work, Midsize Companies (20212025), Forbes' America's Best Startup Employers (2021- 2024, Ranked #37 in 2024), Inc. 5000 Fastest-Growing Private Companies, Forbes’ Fintech 50. | 6. Emphasis on people being what make Kin great – forwardthinking, inspired game-changers like you to join them in their mission.</s> | Emphasis on impact and speed over perfection | Prioritizes self-starters who proactively identify gaps and opportunities | Focuses on building iteratively and driving real change | Encourages collaboration with teams across multiple departments and priorities</s> | 3. Focus on innovation and delivering roadmap features with agility and high quality | 4. Fastpaced, iterative development environment | 5. Celebrates individual differences and promotes equality in the workplace</s> | 1. FastMoving and Data-Obsessed Team | 2. Focus on Customer Acquisition and Business Performance | 3. Comprehensive Benefits Program | 4. Continuing Education and Professional Development Opportunities | 5. Paid Parental Leave Program</s>
