Role overview

Job Summary:

The Client Care Supervisor plays a key role in supporting the daily operations of the Client Care team. Working closely with the Client Care Manager and/or General Manager, this role helps ensure a high standard of customer experience, team performance, and operational consistency. The Client Care Supervisor supports coaching, training and supporting team members while fostering a positive, collaborative, and value-driven environment.

Our Client Care Team is the first point of contact for families at Aqua-Tots Swim School and plays a critical role in delivering an exceptional customer experience. This team is responsible for welcoming families, managing registrations and scheduling, handling payments and inquiries, and supporting daily client care operations. Client Care Specialists represent the Aqua-Tots brand by providing knowledgeable, friendly, and solution-focused service while upholding our mission of water safety, drowning prevention, and community care.

Responsibilities:

Client Care Team:

Greet parents and students as they enter the facility and make them feel at home
Facilitate client registration and other sales
Answer phones, respond to inquiries, take messages, and conduct phone calls in a professional manner
Check in students on the attendance tracking system
Maintain cleanliness of the facility
Answer client questions regarding curriculum
Create relationships with parents and children to enhance the Aqua-Tots experience
Resolve client concerns using a professional approach
Attend team member meetings and in-service trainings
Client Care Supervisor Specific:

Fulfill Manager on Duty (MOD) roles as required
Fulfill timesheet verification as required
Assist with the training of team members, including full module training and final proficiency sign-off
Assist in coaching client care team members as needed
Contribute to the content and delivery of in-services and Team Lead training/meetings
Contribute ideas (either your own or from the team) to help implement new or improve processes
Conduct pool tests and any action items following tests as required (CPO certification required)
Contribute to the team huddle on a weekly basis
Assist with additional administrative roles
Perform other related duties as required or assigned

Candidate Requirements:

Intermediate computer skills and proficiency in Office 365 tools.
2+ years of experience in a role where the primary function was focused on sales or client management.
Experience in leadership, team building, and mentorship
Education in business or sales is considered an asset. Combined relevant experience may act as a substitute.
Bilingualism (French and English) considered an asset.
Must provide a vulnerable sectors check.

Benefits:

Casual dress
Extended health care
Free snacks
On-site parking
Store discount

Company DescriptionAqua-Tots Swim Schools is a world leader in year-round swim instruction, dedicated to teaching children the life-saving skill of swimming in a fun, safe, and welcoming environment. Founded in 1991, Aqua-Tots has grown to more than 160 locations worldwide, serving families through a proven curriculum designed to build confidence and water safety skills at every stage of a child's development.

Aqua-Tots Kanata opened in 2021 and quickly established itself as a trusted part of the local community, helping thousands of children develop lifelong swimming skills. Building on that success, Aqua-Tots Orleans opened in September 2025, expanding our ability to serve families across the Ottawa region.

At Aqua-Tots, we believe our team members are the heart of our success. We are committed to creating a positive, supportive workplace culture where safety comes first, professional growth is encouraged, and every team member has the opportunity to make a meaningful impact on the lives of children and families. Whether working poolside, in client care, or in leadership, our team shares a common mission: to save lives by teaching children to become safe and confident swimmers.Company DescriptionAqua-Tots Swim Schools is a world leader in year-round swim instruction, dedicated to teaching children the life-saving skill of swimming in a fun, safe, and welcoming environment. Founded in 1991, Aqua-Tots has grown to more than 160 locations worldwide, serving families through a proven curriculum designed to build confidence and water safety skills at every stage of a child's development.\r\n\r\nAqua-Tots Kanata opened in 2021 and quickly established itself as a trusted part of the local community, helping thousands of children develop lifelong swimming skills. Building on that success, Aqua-Tots Orleans opened in September 2025, expanding our ability to serve families across the Ottawa region.\r\n\r\nAt Aqua-Tots, we believe our team members are the heart of our success. We are committed to creating a positive, supportive workplace culture where safety comes first, professional growth is encouraged, and every team member has the opportunity to make a meaningful impact on the lives of children and families. Whether working poolside, in client care, or in leadership, our team shares a common mission: to save lives by teaching children to become safe and confident swimmers.