Kin Insurance is on a mission to change home insurance from what it could be to what it should be. We're proud to offer affordable insurance coverage in areas most impacted by climate change, like Florida, California and Louisiana, that pay more for insurance than anywhere else in America.

We are also proud to be recognized as Built In's 2021 Best Midsize Companies to Work For in Chicago and Forbes 2021 Best Startup Employers in America. We are growing super fast, and we need forward-thinking, inspired game-changers like you to help lead the way.

So, what's the role?

The Support Manager will be central to our internal production support process, primarily responsible for leading the production support team. This person will collaborate closely with all of the teams at Kin (engineering, qa, product, sales, insurance, accounting) and ensure prompt support for our users.

A day in the life could include: 

• Owning the production support process, making adjustments as necessary 
• Triaging and troubleshooting issues to determine root cause and resolution
• Leading team standups, engineer handoff sessions, and postmortems
• Creating technical support documentation and training materials for various audiences 
• Developing team KPI's, support metrics and continually reviewing trends to identify areas of improvement
• Collaborating with all teams across Kin to resolve issues for users 
• Communicating technical topics to other team members in clear, effective ways
• Identifying opportunities for process improvement, automation, or new tools that will make the production support process more efficient
• Owning the incident management process and facilitating amongst incident owners

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

• 5+ years of technical support management experience
• Strong mentorship and leadership skills, able to mentor engineers at various stages of their career
• Experience working with our technology stack: Ruby on Rails and JavaScript
• Create and evaluate goals for direct reports, comfortable providing actionable feedback to team members
• A track record of meeting technical business goals
• Comfortable in a startup environment or working with ambiguity
• Data oriented - using data and metrics to inform decisions and drive growth
• Able to work across teams to tackle complex issues
• Experience using Git or other source code management tools
• Experience with cloud applications such as AWS or Heroku

Oh, and don't worry, we've got you covered! 

• Medical, Dental and Vision Insurance (including 100% employer-paid plans)
• Remote Work (due to Covid-19) and flexible work hours 
• Flexible PTO policy 
• Very generous equity options and 401K
• Parental Leave
• Continuing education and professional development 
• Disability and Life Insurance 
• Onsite gym membership - when we return to the office (Chicago office only) 
• The excitement of joining a high-growth Insurtech company and seeing your work make an impact

About Kin:

In an industry that hasn't budged in more than 100 years, our technology transforms the user experience, cuts inefficiencies that waste billions of consumer dollars, and customizes coverage homeowners want. We believe insurance was always meant to be a digital product – we're making that a reality. 

Our approach to the industry makes us unique, and the people at Kin help us excel. We're a team of problem solvers, collaborators, builders, and dreamers who are passionate about creating positive change in the lives of our customers and in our industry. Kin is more than just our name – it's how we treat each other. That's one of the many reasons we've been recognized as a great place to work by Built In, Forbes, and Fast Company.

EEOC Statement

Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don't just accept difference – we honor it, nurture it, and celebrate it. We don't discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.