Kin is on a mission to change home insurance from what it is to what it should be. Whether we’re leveraging data to create customizable coverage or providing claims service that goes above and beyond expectations, our members are at the heart of everything we do. In the face of ever-growing climate risk, they deserve an insurance company that cares about them. We aim to stick with our members through thick and thin.

We use efficient technology that lets homeowners buy directly from us to keep costs down. This is the essence of Kin. Our approach has fostered amazing growth, attracted marquee investors, and earned us accolades, including being named to:

• Built In Chicago's Best Places to Work, Midsize Companies (2021-2024).

• Forbes' America's Best Startup Employers (2021- 2023).

• Inc. 5000 Fastest-Growing Private Companies.

• Forbes’ Fintech 50.

Simply put, our people are what make us great – we need forward-thinking, inspired game-changers like you to join us in our mission.

So, what’s the role?
We are looking for a Real-Time Analyst to join our Operations team at Kin. In this role, you will monitor and manage omnichannel contact center operations, ensuring timely and efficient support for our customers. You’ll be responsible for tracking performance across inbound and outbound phones, chat, email, and other communication channels while helping to execute solutions to meet service-level agreements (SLAs).

A day in the life could include:

• Monitoring inbound, outbound, and online queues to ensure smooth operations

• Coordinating tactical solutions to meet intraday SLAs

• Adjusting and updating schedules for attendance and intraday activities

• Communicating adherence gaps and opportunities to leadership

• Providing data-driven insights to inform continuous improvement efforts

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

• 3–5 years of Real-Time Management/Workforce Management experience in an omnichannel contact center environment

• Proficiency with WFM and ACD tools (e.g., NICE, Genesys, Verint, Assembled, Aspect, Five9, Regal)

• Strong written and verbal communication skills

• Advanced proficiency in Google/Office Suite

• Analytical mindset with a knack for creative problem-solving

Bonus Points:

• Experience with outbound sales and dialers

• Familiarity with BI tools like Looker, Tableau, or PowerBI

• Understanding of non-phone workflows and their impact on staffing

Oh, and don’t worry, we’ve got you covered.

• Medical, Dental, Vision, Disability + Life Insurance

• Flexible PTO policy

• Remote work

• Generous equity package

• 401K with company match

• Parental leave

• Continuing education + professional development

• The excitement of joining a high-growth Insurtech company and seeing your work make an impact

For Sales Agents and Customer Service Agents: These roles sit in any of the following 30 states: AL, AZ, CO, FL, ID, IL, IN, KS, KY, MA, MD, ME, MI, MN, 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 40 states: AL, AR, AZ, CA (exempt only), CO, CT, FL, GA, ID, IL, IN, IA, KS, KY, 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.

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

About Kin

Kin is the only pure-play, direct-to-consumer digital insurer focused on the growing home insurance market. We make policies convenient and affordable through a technology platform that delivers a seamless user experience, customized options for coverage, and fast, high-quality claims service. Kin is a fully licensed carrier that offers coverage through its reciprocal exchanges which are owned by its policyholders. To learn more, visit www.kin.com.

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.