Bilingual Licensed Customer Service Agent (8am - 5pm CST)

QUICK SUMMARY

Serve as the trusted voice of the company, supporting and advocating for homeowners across 14 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

The company 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simpler, more affordable, and better for homeowners — especially in the places where climate risks, rising costs, and outdated systems make it harder.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, the company is a remote-first employer with Kinfolk across more than 35 states. We serve customers in 14 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 the company 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 the company [link for members] and see how we work [link for members]

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 the company 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 company brand. Out of 13,000 companies, the company 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)

• Bilingual (Spanish-speaking) proficiency

• 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

• 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):

• 8:00 AM - 5:00 PM CST

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

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

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

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 the company’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 $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, and more

We offer a comprehensive, competitive benefits program, allowing you to choose the benefits that are best for you and your family, starting on the first day of the month following your start date.

Core Benefits

• Competitive salary and company equity through Restricted Stock Units (RSUs), granted as part of our standard compensation package and based on role and level

• 401(k) with company match up to 4% of eligible earnings

• Multiple medical plan options, plus dental and vision coverage

• Company-funded HSA contributions (based on medical plan selection)

• Company-paid life insurance and short-term disability

• Employee referral bonuses

Health & Wellbeing

• A variety of supplemental benefit options, including long-term disability, critical illness, accident, legal, and pet insurance

• Access to mental health support and confidential counseling resources

• 11 days of accrued PTO and 7 days paid sick leave per year, plus 8 paid company holidays with option to earn additional PTO annually

• Paid parental leave, including up to 14 weeks at 100% pay for birthing parents and 8 weeks at 100% pay for non-birthing parents

Growth & Development

• Career mobility and internal growth opportunities across the organization

• Professional development budgets for certifications, conferences, and learning available, subject to management approval

HOW WE WORK

We don’t just hire for skills. We hire for alignment. Kinfolk bring diverse perspectives, but we’re united by a shared set of values that shape how we work and how we show up for each other and our customers.

Run through walls, together - Every one of us is responsible for creating the culture we want to work in. High performance. Low drama. Always respectful. We assume the best in each other and challenge ideas, not intentions. We show up, work hard, and play to each other's strengths — because that’s how great teams win.

Raise the bar. Drop the ego - Attitudes are contagious. Every one of us is responsible for creating the culture we want to work in. High performance. Low drama. Always respectful. Like professional sports teams, we win by working in sync. We show up, work hard, and play to each other’s strengths.

Act like an owner - We are owners, fully accountable for achieving the company’s mission. That requires positive, proactive, big-picture thinking well beyond our job descriptions. Ask questions, Take ownership. Do the right thing, even when it‘s hard. Because when the company thrives, so do you. And so do our customers.

Operate lean. Deliver more - We build efficiency into everything we do. Each dollar we save gets reinvested to deliver more to our customers: better pricing, more products, and new innovations. We work smarter by relentlessly prioritizing and using technology, including AI, to multiply our impact. Lean is about focus, not deprivation. Lean isn't a limitation — it's our competitive advantage.

Keep asking ‘What if?’ - We value curiosity. To make insurance better for our customers, we experiment. We embrace insights. And we base decisions on data rather than assumptions. We see setbacks as opportunities for growth and are always learning and improving. Both individually and as a company.

WHERE WE WORK

We are a remote-first company with offices in Chicago, IL and St. Petersburg, FL where teams can come together for collaboration.

For Sales Agents and Customer Service Agents: These roles sit in any of the following 32 states: AL, AZ, CO, FL, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MO, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, VT, VA, WA, and WI.

For all other positions, these roles can sit in any of the following 41 states: AL, AR, AZ, CA (exempt only), CO, CT, FL, GA, ID, IL, IN, IA, KS, KY, LA, MA, ME, MD, MI, MN, MO, MT, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, SD, TN, TX, UT, VT, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above.

For remote technical positions located in Canada, we are only able to hire individuals who reside in Ontario. Applicants must be able to live and work full-time in Ontario to be considered.

State locations and specifics are subject to change as our hiring requirements shift.

EEOC STATEMENT

The company 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. The company welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please contact us by sending an email to [link for members]