Assistant Office Manager

Job Description

Job Description

Position Overview

The Assistant Office Manager – Client Relations leads and supports our Client Experience Coordinators (CECs), ensuring daily operations run smoothly and service standards remain exceptional. This role is responsible for overseeing team performance, maintaining accountability, and ensuring projects are completed accurately and on time.

This position will personally manage relationships with our top-tier clients, delivering white-glove, exceptional customer service that reflects our firm’s commitment to excellence. As the primary escalation point for both client and internal concerns, this individual must handle challenges with professionalism, responsiveness, and strong problem-solving skills while.

Success in this role requires a balance of leadership, organization, and a deep commitment to providing exceptional service — both externally to clients and internally to our team.

Job Responsibilities

• Lead, mentor, and oversee the daily performance of the Client Experience Coordinators (CECs)
• Ensure all day-to-day operational functions are completed accurately, efficiently, and on time
• Personally manage and provide white-glove service to the firm’s top-tier clients
• Deliver exceptional customer service externally to clients and internally to team members
• Serve as the primary escalation point for client concerns, resolving issues professionally and proactively
• Manage internal escalations by providing clear direction, thoughtful solutions, and timely follow-through
• Monitor project workflows and timelines to ensure deadlines are consistently met
• Anticipate potential bottlenecks and implement process improvements to increase efficiency
• Maintain clear and proactive communication between clients, CECs, and leadership
• Hold team members accountable while fostering a positive, solutions-focused work environment
• Support leadership with reporting, performance tracking, and operational improvements

·         Lead and manage the onboarding process for new clients, ensuring a smooth, organized, and welcoming experience.

• Uphold and model the firm’s core values and “work hard, play hard” culture

Qualifications

• Prior leadership or supervisory experience required
• Strong background in client service or client relations, with demonstrated success managing escalations
• Proven ability to handle high-level or high-value client relationships with professionalism and discretion
• Excellent verbal and written communication skills
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Exceptional problem-solving abilities and sound judgment under pressure
• High level of emotional intelligence and professionalism
• Detail-oriented with strong follow-through
• Proactive mindset with a commitment to continuous improvement
• Ability to motivate, guide, and hold a team accountable
• Proficiency in Microsoft Office and general office technology

About E&M, PLLC
At E&M, PLLC, growth, service, and culture go hand in hand.
Founded in 2018, our firm has expanded from a small team of five to more than 30 talented professionals — and we’re still growing. Our success is built on strong leadership, a commitment to exceptional client service, and a team that genuinely enjoys working together.
We believe in a “work hard, play hard” mentality. We show up every day ready to deliver outstanding results for our clients and we celebrate our wins as a team. Our environment is positive, supportive, and driven. We value professionalism, accountability, and collaboration, while also creating space for fun, flexibility, and personal growth.
Most importantly, our clients are at the center of everything we do. We pride ourselves on responsiveness, attention to detail, and building long-term relationships based on trust.

Company Description

About E&M, PLLC\r\nAt E&M, PLLC, growth, service, and culture go hand in hand.\r\nFounded in 2018, our firm has expanded from a small team of five to more than 30 talented professionals — and we’re still growing. Our success is built on strong leadership, a commitment to exceptional client service, and a team that genuinely enjoys working together.\r\nWe believe in a “work hard, play hard” mentality. We show up every day ready to deliver outstanding results for our clients and we celebrate our wins as a team. Our environment is positive, supportive, and driven. We value professionalism, accountability, and collaboration, while also creating space for fun, flexibility, and personal growth.\r\nMost importantly, our clients are at the center of everything we do. We pride ourselves on responsiveness, attention to detail, and building long-term relationships based on trust.