Customer Support & Retention Director/Senior Manager at Kin Insurance

| Chicago
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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.
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 Interninsurance 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? 
The Director/Senior Manager of Customer Support & Retention 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.

A day in the life could include:

  • Proactively identify, develop and drive the 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, ideally with experience in remote management
  • 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 is a plus but not required

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.
Medical
Dental
Vision
Commuter Benefit Plans
Flexible PTO
Flex Spending Accounts
401k
Disability Insurance
Life Insurance 
Onsite gym membership - after we return to the office

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • TypescriptLanguages
    • jQueryLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Red ShiftDatabases

Location

Directly off of the Monroe Blue and Red Line stop, our office sits in the heart of the loop, with quick access to Millennium Park.

An Insider's view of Kin Insurance

What’s the vibe like in the office?

This company has inclusiveness that transcends all demographics. I love getting up every morning and walking through the doors at Kin! There is a vibe on the floor that makes a traditionally stuffy industry feel like we are changing the world!

Howard

Claims Team Lead

What does your typical day look like?

I start off my day with a mandatory fresh pot of coffee because Richard runs on Dunkin. After clocking in for showtime, I check in with my team for some positive energy and goal setting for the day. I start with reaching out to my hottest clients and work my way down to those that still need some time to. While working with older clients, I concurr

Richard Smith

Sales Consultant

How does the company support your career growth?

Kin takes pride in its employees and provides opportunities for them to grow their skill set. At a fast-paced start-up, there are limitless opportunities to grab ahold of. If something interests you, you can dig in and run with it.

I started my career at Kin in sales and jumped at an opportunity to work on compliance-related projects, which result

Holly Heitman

Product Manager

How do you make yourself accessible to the rest of the team?

In fast-moving startups, time is limited, but leadership should never be an afterthought. We create a culture where we share ideas at weekly all-hands, daily huddles, and over ping pong. I make myself available by moving my desk often and with formal one-on-ones with my team. The best ideas and vision come from the team collectively, not executives

Jamie

COO

What makes someone successful on your team?

Ultimately, to be successful on a team you first need to know how to be a good team player. It is my belief that good team players are full of positive energy and enthusiasm, regardless of the situation. I’m an optimistic thinking individual who is always thinking about the best possible outcome of every interaction. It is my nature to focus on the

Jorge Ortiz

Sales Consultant

What are Kin Insurance Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Kin also provides 12 weeks of leave for the secondary caretaker.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Semi-annually.
Stocked Kitchen
Snacks!
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
For our Chicago employees, we have an onsite gym
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
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