Licensed Customer Service Lead, Agency Experience

Kin is redesigning insurance to be smarter, faster, and centered on the customer. We use intelligent pricing, offer seamless bundling, and make every step (from purchasing, servicing to claims) simple and friction-free, especially in the places traditional insurers often ignore.

We empower people to protect what matters most, starting with their homes and expanding to all they value, in a world where climate risks, rising costs, and outdated systems leave too many behind. 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 (2021-2025).

• Forbes' America's Best Startup Employers (2021- 2024, Ranked #37 in 2024).

• 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?

The Licensed Customer Service Team Lead serves as the operational anchor and primary support system for the Licensed Customer Service Team. In this role, you will balance daily workflow oversight with high-level technical support. You are responsible for ensuring efficient handling of service requests, monitoring real-time workforce adherence, and serving as the Subject Matter Expert (SME) for agents regarding carrier appetites, binding procedures, and complex retention strategies.

You will provide guidance, conduct quality checks, handle Tier 2 escalations, and assist in the development of the team - ensuring compliance, efficiency, and high levels of customer satisfaction.

A day in the life could include:

• Operational Workflow & Team Oversight

  • Real-Time Adherence: Monitor workforce management notifications and dashboards to ensure agents are adhering to schedules, queue assignments, and renewal timelines.

  • Activity Monitoring: Assign reshop requests and tasks using current agency procedures; oversee ticket and call volume to identify bottlenecks and reallocate resources to meet Service Level Agreements (SLAs).

  • Process Adherence: Reinforce and ensure team understanding of established agency workflows, including carrier binding procedures, documentation standards, and reshop strategies.

  • Administrative Support: Manage team schedules, WFM notifications, and assist the Customer Service Manager with administrative tasks as assigned.

• Technical SME & Agent Support

  • Subject Matter Expert (SME): Serve as the primary resource for agents regarding complex underwriting guidelines, binding restrictions, and carrier-specific appetites.

  • Multi-Carrier Navigation: Assist agents in navigating various carrier portals, locating specific forms, troubleshooting submission errors, and interpreting complex policy changes before binding.

  • Training & Development: Assist in the onboarding and ongoing training of team members, focusing on negotiation skills, product knowledge, and system navigation (AMS, Carrier Portals).

• Escalation Management & Retention

  • Tier 2 Support: serve as the first point of escalation for challenging renewal situations, complex billing issues, or customer dissatisfaction.

  • Resolution & Retention: De-escalate sensitive situations with professionalism, balancing customer satisfaction with company policy. Work with the team to find solutions that maximize retention and prevent cancellations.

  • Trend Identification: Identify recurring escalation reasons and retention trends; report these to the Customer Service Manager to drive training adjustments.

• Quality Assurance & Compliance

  • QA Activities: Conduct regular call listening and process walks, focusing on the effectiveness of retention strategies, communication skills, and adherence to agency procedures.

  • Compliance: Ensure all binding and policy servicing activities adhere to company workflows, industry regulations, and legal requirements.

  • Special Projects: Participate in or lead special projects such as process documentation, system testing, or other initiatives to improve operations.

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

Education & Experience:

• Licensure: Active Personal Lines or Property & Casualty Insurance license is required.

• Industry Experience: Minimum 5 years of experience in an Insurance Agency or Brokerage.

• Leadership Experience: Minimum 2 years of experience in a Senior CSR, Team Lead, or Coordinator role preferred.

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