Licensed Customer Service Manager - Remote

Overview

As a Licensed Customer Service Manager at Kin, you will lead a team of frontline Customer Service agents, ensuring they deliver excellent customer experiences while managing and mentoring a high-performance team.

In Short

• Lead a team of 10-14 Customer Service agents.
• Conduct coaching sessions and provide feedback on performance.
• Review and analyze performance data to track progress.
• Monitor calls, chats, and emails for quality assurance.
• Handle complex customer cases and guide agents.
• Oversee daily operations and manage schedules.
• Participate in hiring and onboarding new agents.
• Collaborate with internal teams to enhance processes.
• Contribute to special projects for customer experience improvements.

Requirements

• 3+ years of customer support experience, with supervisory experience preferred.
• Experience in managing contact center agents.
• Proficiency with customer service tools and CRM systems.
• Strong understanding of contact center metrics.
• Proven coaching and mentoring abilities.
• Critical thinking and problem-solving skills.
• Active Property and Casualty License required.
• Experience in consumer auto insurance preferred.
• Available for shifts from 10 AM to 7 PM CST.
• Bilingual (Spanish speaking) is a plus.

Benefits

• Comprehensive benefits program (Medical, Dental, Vision).
• Competitive salary and equity.
• 401K with company match.
• Flexible PTO and company holidays.
• Paid parental leave program.
• Continuing education and professional development opportunities.