Client Support Supervisor

Alberta Boilers Safety Association; Calgary; Hybrid; CAD 60,000 - 86,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary

Health & dental coverage

RRSP contributions

Job summary

ABSA is seeking a Client Support Supervisor to lead the administrative team responsible for service delivery related to regulatory inspections and workforce certification. You will oversee day-to-day operations, set performance expectations, and drive continuous improvement while ensuring excellent customer service.

The ideal candidate has supervisory experience, a commitment to employee development, and a collaborative approach in a hybrid Calgary-based role with opportunities for growth.

Qualifications

• High School Diploma required.
• Business administration diploma or certificate is an asset.

Responsibilities

• Provide day-to-day leadership, coaching, and support to assigned administrative staff.
• Set expectations, monitor performance, and provide regular feedback to support individual and team success.
• Promote employee engagement, development, recognition, and accountability.
• Identify training needs and support onboarding, cross-training, and ongoing skill development.
• Address employee relations and performance issues in consultation with the Manager and Human Resources, as appropriate.
• Monitor workflows, service standards, turnaround times, and work quality via reporting from Team Leads.

Skills

Leadership

Coaching

Customer service

Communication

Education

High School Diploma

Business administration diploma

Job description

At ABSA, our people are key to advancing our vision of leadership in pressure equipment safety. We're looking for a Client Support Supervisor who is passionate about developing people, improving processes, and delivering exceptional customer service. This is an exciting opportunity to lead a team that supports critical technical services and contributes directly to ABSA's reputation for excellence.

In this role you will be responsible for providing oversight and leadership to our administrative functions that support the delivery of our technical services, which includes:

• Pressure equipment regulatory inspections,
• Engineering design review and registration, and
• Workforce examination and certification of power engineers, pressure welders, and in-service inspectors.

Working closely with both internal teams and external customers, the client support team is responsible for processing documentation, maintaining accurate records, and ensuring efficient service delivery. As the Client Support Supervisor, you will lead day-to-day operations, establish and monitor performance and development goals, drive continuous improvement initiatives, and foster a collaborative, high-performing team culture.

The successful candidate will bring previous supervisory or team leadership experience, a demonstrated commitment to employee development, and a passion for creating a positive and inclusive work environment. You are a strong communicator who values customer service excellence and is motivated to help your team succeed.

Reporting to the Client & Organizational Support Manager, the Supervisor provides people leadership, operational oversight, and process support for assigned administrative functions. The role ensures day-to-day work is completed effectively, service standards are maintained, and team members are supported in meeting performance expectations. The Supervisor also identifies opportunities for process improvement and supports projects and change initiatives that enhance administrative service delivery.

Primary Responsibilities:

• Provide day‑to‑day leadership, coaching, and support to assigned administrative staff.
• Set expectations, monitor performance, and provide regular feedback to support individual and team success.
• Promote employee engagement, development, recognition, and accountability.
• Identify training needs and support onboarding, cross‑training, and ongoing skill development.
• Address employee relations and performance issues in consultation with the Manager and Human Resources, as appropriate.

Operational Oversight

• Monitor workflows, service standards, turnaround times, and work quality via reporting from Team Leads.
• Review team outputs and supports quality assurance activities.
• Ensure procedures, documentation, and work instructions remain current and are consistently followed.
• Track and report on workload, service levels, quality metrics, and operational performance indicators.
• Serve as an escalation point for complex administrative issues and coordinate resolutions with stakeholders.

Process Improvement and Change

• Identify and implement opportunities to improve administrative processes and service delivery.
• Support the development and maintenance of procedures, tools, templates, and reporting practices.
• Participate in continuous improvement and quality management initiatives, including root cause analysis and corrective actions.
• Support process changes through communication, training coordination, and adoption monitoring.
• Contribute to change management activities to support successful transitions to new processes and systems.

Project Support

• Support projects and initiatives affecting administrative operations, processes, systems, and service delivery.
• Represent the administrative team in cross‑functional meetings, working groups, and project activities.
• Provide operational input on workflow impacts, resource requirements, training needs, and implementation risks.
• Coordinate team participation in testing, implementation, documentation updates, and post‑implementation reviews.
• Collaborate with departments and stakeholders to resolve issues and support successful project outcomes.

Accountabilities:

• Accountable for their assigned administrative functions and performance of their team.

Education, Experience, Certification, Training:

Education

• High School Diploma (required)
• Business administration or related diploma or certificate (asset)

Experience

• 2 years supervisory or related leadership experience.
• Experience identifying process for improvement and implementing new procedures to drive continuous improvement.

Certification

• ISO 9001 Awareness Certificate

Training

• Prosci or related Change Management training
• Business leadership/ supervisor training

Working Conditions & Hazards:

• This is an office-based position. Some travel within Alberta may be required to visit other ABSA offices, attend off‑site meetings, and to participate in training.

Management/ Supervisory Responsibilities:

• This position is responsible for the supervision and performance of a team of administrative professionals.
• Team size may range from 4-10 employees.

Working at ABSA:

ABSA is a people focused organization that focuses on employee safety and satisfaction to establish long‑term relationships. We offer a competitive salary, and our benefits program provides industry leading flexibility. This includes standard health and dental coverage, employer sponsored RRSP contributions, a health and wellness account, and various other perks. We also offer a hybrid working environment.

This opportunity is available in both our Edmonton and Calgary locations.