Client Relations Supervisor

About Us:

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Job Description

As a Client Relations Supervisor, you will be responsible for overseeing a team of client relations specialists, guiding them in building and maintaining strong relationships with our valued clients. Your primary objective is to ensure client satisfaction, resolve issues efficiently, and contribute to the growth and retention of our client base. The ideal candidate is a proactive and empathetic leader with excellent communication skills, a customer-centric approach, and a passion for delivering top-notch service. The Client Relations Supervisor manages a team comprised of 3 employees. This role reports to the Client Relations Manager or the Client Relations Director.

This is a 13 month fixed term position to provide support for an employee on leave. The estimated dates of the position are November 1st, 2026 to December 15th, 2027.

ROLES & RESPONSIBILITIES:

• Supervise and lead a team of client relations specialists across one or more client sites 
• Provide day-to-day guidance, coaching, and performance support to team members  
• Ensure timely and effective resolution of client issues, requests, and escalations  
• Monitor service delivery performance and ensure adherence to SLAs and client expectations  
• Support onboarding, training, and development of new and existing team members  
• Act as a primary escalation point for client and operational issues within the team  
• Maintain strong communication with clients to ensure satisfaction and alignment on service delivery  
• Track and report on team performance metrics, workload, and operational KPIs  
• Collaborate with Client Relations Managers and Directors to support account objectives  
• Ensure proper documentation of client interactions, issues, and resolutions  
• Support implementation of process improvements and service enhancements 
• Reinforce company policies, procedures, and Opensity Solutions core values within the team  
• Assist in workforce coordination and scheduling to ensure adequate coverage and service levels  
• Participate in client meetings and operational reviews as needed  

KNOWLEDGE, SKILLS & ATTRIBUTES:

• Strong leadership and team supervision skills in a client service environment  
• Excellent communication and interpersonal skills  
• Strong customer service mindset with focus on client satisfaction and retention  
• Ability to manage and resolve escalated client issues effectively  
• Understanding of service delivery operations and performance metrics  
• Strong organizational and multitasking abilities  
• Ability to coach, develop, and motivate team members  
• Problem-solving skills with a proactive and solutions-oriented approach  
• Ability to work in a fast-paced, high-volume environment  
• Strong attention to detail and accountability for team performance  
• Ability to collaborate effectively with managers, directors, and cross-functional teams  
• Ability to lift or move 40 lbs. or greater
• Ability to grasp, lift or carry packages on a standard wheeled cart with a load capacity of 75 lbs.
• Ability to walk, bend, kneel, stand or sit for an extended period of time

QUALIFICATIONS:

Education: High School Diploma required -  Bachelor’s degree in Business Administration, Management, Communications, or related field preferred but not required

Experience: 3–5+ years of experience in client services, customer support, operations, or account management roles; prior supervisory or team lead experience strongly preferred 

Technical Skills: Proficiency in Microsoft Office Suite (Excel, Outlook, PowerPoint); familiarity with CRM, workforce management, or service delivery systems (e.g., Salesforce, ServiceNow, or similar) preferred 

The Compensation range for this role is 27.00 to 30.00 USD per hour and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

All eligible employees receive access to a comprehensive benefits package, including:

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off (PTO)

Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients. 

Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation. 

We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation. 

Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.