Bilingual Licensed Customer Service Agent

About this role

QUICK SUMMARY

Serve as the trusted voice of Kin, supporting and advocating for homeowners across 13 states. Handle policies, payments, and coverage questions while delivering fast, empathetic service in a high-volume environment. Active P&C license required. Join a team that puts customers first every single day.

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simpler, more affordable, and better for homeowners — especially in the places where climate risks, rising costs, and outdated systems make it harder. 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 (2026)

- Inc. 5000 Fastest-Growing Private Companies

- Forbes’ Fintech 50 (2023-2026)

- Great Places to Work Certified (May 2024-May 2027)

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 http://kin.com and see how we work https://www.linkedin.com/company/kin-insurance/life/kin/.

THE OPPORTUNITY

We’re looking for a Bilingual Licensed Customer Service Agent to help us deliver fast, accurate, and human support to homeowners when it matters most. As Kin continues to grow our customer base across multiple states, this role is critical in ensuring our policyholders receive knowledgeable guidance on their coverage, payments, and policy updates.

You’ll serve as the first line of support for our customers — primarily over the phone, with additional support via chat and email. Your expertise in property insurance and ability to navigate high call volumes with empathy and efficiency will directly impact customer satisfaction, retention, and trust in the Kin brand. Out of 13,000 companies, Kin was just named one of America’s Best Customer Service Providers for 2026 by USA TODAY!

YOUR RESPONSIBILITIES

- Own high-volume inbound and outbound customer interactions across phone, chat, and email, delivering clear and accurate guidance on policies, payments, cancellations, and coverage questions

- Create, update, and process homeowners insurance policies, endorsements, payments, and refunds with accuracy and urgency

- Educate policyholders on coverage details, policy changes, and next steps so they can make informed decisions about their homes

- Partner with customers’ banks and lenders to obtain required documentation and ensure policy compliance

- Navigate multiple internal systems and tools simultaneously to resolve customer inquiries efficiently

- Identify process improvement opportunities and share feedback to enhance the customer experience and team effectiveness

- Successfully complete a mandatory, paid 10-week training program and apply learnings to live customer scenarios

WHAT YOU’LL BRING

- Active Property & Casualty (P&C) or Personal Lines insurance license (required)

- 6+ months customer service experience in P&C (specifically, home insurance)

- Experience working in a high-volume call center or customer support environment handling inbound calls

- Bilingual (Spanish-speaking) proficiency

- Hands-on experience servicing homeowners insurance policies

- Ability to clearly explain policy coverage, billing, and underwriting requirements to customers

- Comfort navigating multiple systems and tools simultaneously (e.g., Google Workspace and similar platforms)

- Demonstrated ability to work in a fast-paced, evolving environment with limited structure

- Strong active listening skills and the ability to communicate with empathy and professionalism

Availability to work our following shifts, Monday - Friday (will be placed based upon need):

- 9:00 AM-6:00 PM CST

- 10:00 AM - 7:00 PM CST

- Note: Rotating Saturday shift required every 4–6 weeks.

- There is a mandatory, paid 10 week training period.

- We are currently hiring for an June new hire class.

In addition to base salary, we are also offering a $1000 retention bonus (payable at 6 months) for our June 2026 class!

HOW WE HIRE

We believe a great hiring experience should be clear, respectful, and human. Applications for this role are accepted on an on-going basis. 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

HOW WE SUPPORT YOU

Compensation at a Glance

- Competitive Pay: Annualized compensation is $50,000-$52,000

- $1000 retention bonus (payable at 6 months)

- Paid Training: 10 weeks of paid training

- Bonuses and incentives designed to drive your success - Terry Berry Perks Program – Earn points to redeem for lifestyle gadgets, home goods,

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