Customer Service Manager

Quick Summary

Lead and develop a team of licensed Customer Service Agents, improve service operations, and deliver exceptional customer experiences while helping shape the future of homeowners insurance.

Who we are

Kin makes life simpler, more affordable, and better for homeowners — especially in the places where climate risks, rising costs, and outdated systems make it hardest. We start with smarter homeowners insurance and expand to everything homeowners need to thrive.

Using data, technology, and thoughtful human support, we’re building products that are clear, fair, and help homeowners feel confident — so homeowners aren’t left behind when they need help most.

Founded in 2016, Kin is a remote-first employer with Kinfolk across more than 35 states. We serve customers in 13 states (and counting). Our disciplined growth, strong customer satisfaction, and focus on long-term sustainability fosters outstanding growth, attracts marquee investors, and earns recognition and accolades, including:
-Built In Chicago's Best Places to Work, Midsize Companies (2021-2026)
-Forbes' America's Best Startup Employers (2021-2024)
-Inc. 5000 Fastest-Growing Private Companies
-Forbes’ Fintech 50
-Great Places to Work Certified (2024-2026)

Most importantly, we’re building Kin to be a place where people do meaningful work with real impact — for our customers, our communities, and each other. We're excited to tell you more about how you can contribute to our rapid growth, strong unit economics, profitability, and excellent customer ratings. To learn more about how we work and what we’re building, visit kin.com and see how we work.

The opportunity

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.

Your 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.

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.

What you'll bring

• 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 is preferred

• 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.

How we hire

We believe a great hiring experience should be clear, respectful, and human. We’ll accept applications for this position until [insert date]. While our recruiting team uses AI tools for efficiency, resumes are still screened by Kin’s in-house recruiters, and candidate evaluations and hiring decisions are made by recruiters and hiring teams. Rest assured, real people make real decisions.

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

Applications are reviewed on an ongoing basis. We anticipate a start date of mid-November.

How we work

We don’t just hire for skills. We hire for alignment. Kinfolk bring diverse perspectives, but we’re united by a shared set of values that shape how we work and how we show up for each other and our customers.

Run through walls, together - Every one of us is responsible for creating the culture we want to work in. High performance. Low drama. Always respectful. We assume the best in each other and challenge ideas, not intentions. We show up, work hard, and play to each other's strengths — because that’s how great teams win.

Raise the bar. Drop the ego - Attitudes are contagious. Every one of us is responsible for creating the culture we want to work in. High performance. Low drama. Always respectful. Like professional sports teams, we win by working in sync. We show up, work hard, and play to each other’s strengths.

Act like an owner - We are owners, fully accountable for achieving Kin’s mission. That requires positive, proactive, big-picture thinking well beyond our job descriptions. Ask questions, Take ownership. Do the right thing, even when it‘s hard. Because when Kin thrives, so do you. And so do our customers.

Operate lean. Deliver more - We build efficiency into everything we do. Each dollar we save gets reinvested to deliver more to our customers: better pricing, more products, and new innovations. We work smarter by relentlessly prioritizing and using technology, including AI, to multiply our impact. Lean is about focus, not deprivation. Lean isn't a limitation — it's our competitive advantage.

Keep asking ‘What if?’ - We value curiosity. To make insurance better for our customers, we experiment. We embrace insights. And we base decisions on data rather than assumptions. We see setbacks as opportunities for growth and are always learning and improving. Both individually and as a company.

Where we work

We are a remote-first company with offices in Chicago, IL and St. Petersburg, FL where teams can come together for collaboration.

For Sales Agents and Customer Service Agents: These roles sit in any of the following 32 states: AL, AZ, CO, FL, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, 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 41 states: AL, AR, AZ, CA (exempt only), CO, CT, FL, GA, ID, IL, IN, IA, KS, KY, LA, 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.

For remote technical positions located in Canada, we are only able to hire individuals who reside in Ontario. Applicants must be able to live and work full-time in Ontario to be considered.

State locations and specifics are subject to change as our hiring requirements shift.

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. Kin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please contact us by sending an email to careers@kin.com