Client Relations Supervisor

About the company

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

About the role

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.

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

Skills

• 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