Bilingual Licensed Customer Service Manager (10am - 7pm CST)

Role overview This position leads and develops a team of licensed Customer Service Agents supporting homeowners through their insurance journey, balancing people leadership with operational improvements that lift the overall service experience. It is a remote, customer-facing leadership role focused on coaching, metrics, and cross-functional partnership in a fast-growing, data-driven insurance company.

Responsibilities - Lead, coach, and develop a team of 12–14 licensed Customer Service Agents to hit individual and team performance goals. - Monitor key service metrics, identify trends, and implement improvement plans that lift both customer experience and team effectiveness. - Use performance and operational data to inform coaching decisions, workforce planning, and day-to-day execution. - Resolve complex customer escalations while modeling professional, high-quality service. - Partner cross-functionally to make sure agents have the tools, resources, and information needed to succeed. - Support recruiting, interviewing, onboarding, and training of new Customer Service Agents. - Foster a collaborative, accountable culture oriented around continuous improvement.

Requirements - Active Property & Casualty (P&C) insurance license. - 3+ years of customer service or customer support experience, including 2+ years leading customer-facing teams. - Bilingual language skills suitable for supporting an English- and Spanish-speaking customer base. - Availability to work a scheduled shift of 10:00 a.m. to 7:00 p.m. Central Time. - Strong analytical skills and comfort using data to drive coaching and operational decisions.

Nice to have - Background in homeowners insurance or other personal-lines insurance, and prior remote team leadership.

Benefits and work setup - Remote-first organization with offices available in Chicago, IL and St. Petersburg, FL for in-person collaboration. - Eligible to work from any of 32 listed US states for this role; eligibility is limited to specific states and may change over time.