Senior Manager/Director - Customer Service

Chicago /
Operations /
Full Time
Notice: Due to the current circumstances of the COVID-19 pandemic, Kin Insurance has shifted to a remote workforce. While we hope to return to the office sometime soon, our priority is to maintain safe and healthy working conditions for our staff. For that reason, we will continue to operate, interview, and hire on a remote basis until further notice.

While this role will start remote, we will require this individual to be based in our Chicago office.

About Kin:

Kin Insurance exists to change home insurance from what it is to what it should be. We do this by applying data science and analytics to make decisions, automation to reduce redundancies and unnecessary costs, and innovative thinking to change the way customers interact with and get value from their home insurance provider. We do this because we wholeheartedly believe that customers deserve better from their insurance. 

Currently four years old, Kin began with the notion that technology could improve our industry, so we started by researching the most important part of our business: the customer. After building our platform from the ground up, we launched the Kin Intern Insurance Network, a customer-owned carrier in Florida. By applying our vision for a data-driven, technology-forward insurance company, we are able to offer customers affordable insurance in a straightforward, simplified approach. In 2020, Kin is continuing to grow in Florida while expanding into other states. 

While our approach to home insurance makes us a unique business, the people and culture at Kin are what make us special. We are problem solvers, collaborators, builders, and empathizers who care about one another and have a passion for creating positive change. We each bring a diverse array of experience to Kin that fuels a passion for learning and growth that we foster as a company. 

So, what’s the role? 

Our Senior Manager of Customer Service provides leadership, direction and ongoing management for the Customer Service team to provide a best-in-class customer experience. You will lead, inspire and ensure that the team achieves success in all key Service metrics and develops customer service strategies to meet our customers’ needs. You’ll be responsible for overseeing the activities of the department, including: monitoring and improving quality, ensuring internal and external customer satisfaction in all interactions, setting departmental strategic goals, running continuous improvement projects, managing retention and renewals, and championing sales support efforts.  

We are looking for a “leader” and a “doer”, someone who can balance forward-thinking strategy while simultaneously executing at a tactical level. The ideal candidate is highly analytical and self-motivated with experience solving complex problems and maximizing the potential of their team through coaching and leadership. You’ll be able to analyze business issues using our data, build any relevant models and communicate your findings and proposed solutions to diverse audiences (up to C-level). You’ll also work cross-functionally with our Product and Development teams to provide a customer-centric experience.

You'll be working with a highly dedicated, customer-centric team, check out our NPS score - it's over 80! We're looking for you to take our amazing team to the next level, as we continue to grow and scale our business. We need your expertise in all areas related to the customer, including growing and scaling the team, utilizing technology to optimize the customer journey, and utilizing data to drive experimentation and results.

A day in the life could include:

    • Proactively identify, develop and drive a forward-looking strategy
    • Lead the Customer Service team to successfully meet and exceed results in all Service Metrics: retention and renewals, quality, employee relations, staffing, service levels, management development, training, process & procedure improvements
    • Analyze data to identify the highest value drivers to improve the customer experience and department efficiencies, and act as the Project Manager to find and execute the solution(s) 
    • Hire, manage, and develop Customer Service Managers and Representatives

I’ve got the skills...but do I have the necessary ones?

    • 4+ years in a management capacity
    • 8+ years of Customer Service experience
    • Demonstrated passion for excellence with respect to treating and caring for customers
    • Proven success in managing, leading, and motivating others
    • Extremely organized and highly motivated to improve processes that will lead to increased efficiency and world-class customer satisfaction
    • Past success managing cross-functional projects
    • Data-obsessed mindset, including the ability to digest and analyze various types of data
    • Tenacity to develop ideas independently and thrive in a fast-paced start-up environment
    • Proficient in Google suite and data analytics tools such as Looker
    • Familiarity with implementing and optimizing world class customer service tooling: including tools such as HubSpot, Gong, Five9, etc.
    • Prior experience implementing chatbots & chat into a contact center is an added bonus
    • Insurance experience or experience in regulated industries would be interesting but is not required - we'll help you learn the industry!
Oh, and don’t worry, we’ve got you covered

Being in the insurance industry, we recognize the importance of comprehensive benefits for you and your family. That’s why we provide a variety of options and coverage levels to customize a plan that’s right for you. These are just some of the benefits and perks we provide:    

Commuter Benefit Plans
Flexible PTO
Flex Spending Accounts
Parental Leave
Disability Insurance
Life Insurance 
Onsite gym membership - after we return to the office