Kin Licensed Customer Service Manager at Kin leading a team of licensed Customer Service Agents to improve service operations and deliver exceptional customer experiences. Responsible for coaching, developing, and driving performance of the team.
Responsibilities
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.
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.
