Client Relations Lead — Elevate Client Experience

Opensity Solutions; Northern, San Diego (KY, CA); Hybrid; USD 56,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off (PTO)

Onsite parking

Job summary

Opensity Solutions is seeking a Client Relations Supervisor to oversee a team of three client relations specialists at onsite client sites in the United States. You will guide day-to-day operations, resolve escalated issues, and ensure service delivery aligns with client expectations.

This 13-month fixed-term role supports an employee on leave with start in November 2026 and end in December 2027. You will coach and develop team members, monitor KPIs, and collaborate with managers and directors

Qualifications

• High School Diploma required; Bachelor’s degree in related field preferred but not required.
• 3–5+ years in client services, customer support, operations, or account management; supervisory experience strongly preferred.
• Proficiency in Microsoft Office; familiarity with CRM/workforce management systems preferred.

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

Leadership

Communication

Customer service

Escalation management

Performance metrics

Coaching

Team supervision

Organizational skills

Problem solving

Cross-functional collaboration

Education

High School Diploma

Bachelor’s degree preferred

Tools

Salesforce

ServiceNow

Workforce management systems

Job description

Opensity Solutions is seeking a Client Relations Supervisor to oversee a team of three client relations specialists at onsite client sites in the United States. You will guide day-to-day operations, resolve escalated issues, and ensure service delivery aligns with client expectations.

This 13-month fixed-term role supports an employee on leave with start in November 2026 and end in December 2027. You will coach and develop team members, monitor KPIs, and collaborate with managers and directors