Client Services & Inbox Operations Manager

Why Join Us?
At MMR CPA, we believe accounting should empower—not exhaust—you. Our fully virtual firm offers the flexibility top professionals deserve, with meaningful work, room to grow, and a team that actually cares about your well-being.

Role Summary
We are hiring a Client Services & Inbox Operations Manager to own our day-to-day email communications. This person will manage multiple inboxes, respond quickly and professionally, route requests to the right tea ---------- mber, and ensure every message is tracked through completion. Email management is the primary responsibility for this role.
Primary Responsibilities: Email & Client Communication (Core Duty)

Inbox ownership and routing
• Monitor and manage multiple email accounts/inboxes daily (shared inboxes and the owner’s inbox, as assigned).
• Respond to routine client and prospect emails using approved templates and sound judgment.
• Route emails to the appropriate tea ---------- mber with clear context, requested action, and any deadlines.
• Track open threads and follow up until resolved (nothing gets dropped).
• Flag urgent or time-sensitive matters to the owner immediately.
• Maintain consistent tone and professionalism aligned with firm standards.
• Keep inboxes organized using labels/folders/filters, and continuously improve email workflows.

Client request tracking (Trello + Zoho)
• Convert email requests into tasks and track them in Trello; log or update related records in Zoho as needed.
• Maintain clear task ownership and due dates; follow up proactively to keep work moving.
• Send document requests and follow up professionally until received.

Scheduling and coordination
• Schedule client meetings and internal calls as needed.
• Coordinate logistics (Zoom links, calendars, reminders) and ensure required materials are requested in advance.

Secondary Responsibilities: Operations Support
• Prepare and send engagement letters, organizers, and other client templates; track signature/return and completion.
• Support client onboarding workflows (welcome emails, intake steps, portal access steps, and status updates).
• Maintain Zoho CRM hygiene (status updates, notes, follow-up tasks).
• Oversee day-to-day task flow in Trello (creating tasks, assigning owners, tracking deadlines).
• Track customer payments/fees in QuickBooks Online and coordinate follow-ups internally as needed.
• Coordinate occasional hiring processes a few times per year (posting support, scheduling interviews, onboarding checklists).
• Coordinate with software/app support when issues arise (triage, ticket submission, follow-through).

Interfaces & Boundaries
This role collaborates with two contractors (hired after the role is onboarded):
• Marketing contractor: executes marketing deliverables. The Inbox Operations Manager provides inputs, approvals, and firm updates.
• Systems contractor (Zoho/Trello/Zapier): maintains and fixes automations. The Inbox Operations Manager submits requests and validates outcomes.
Not in scope for this role:
• Creating marketing content or running marketing campaigns end-to-end (owned by the marketing contractor).
• Building or deeply re-architecting Zoho/Trello/Zapier automations (owned by the systems contractor).

Required Qualifications
• 2+ years of experience managing high-volume communication across multiple email accounts/inboxes.
• Excellent written communication: clear, warm, professional, and detail-oriented.
• Strong judgment: knows when to respond, route, or escalate.
• Highly organized with strong follow-up habits; comfortable working from checklists and trackers.
• Comfort with Google Workspace/Gmail (or equivalent) and shared-file workflows.
• Working familiarity with Trello and Zoho (or ability to learn quickly).
• Ability to handle confidential client information with discretion.

Nice to Have
• Experience in a CPA firm, bookkeeping firm, legal firm, or other professional services environment.
• Familiarity with e-signature tools (e.g., DocuSign) and client portals/secure file sharing.
• Basic understanding of bookkeeping and tax workflows to route requests correctly.

What Success Looks Like (30/60/90)
First 30 days
• Inbox processes standardized (routing rules, labels/filters, templates).
• Response and follow-up system in place; open items tracked consistently in Trello/Zoho.
By 60 days
• Owner is minimally involved in routine email; escalations are clear and appropriate.
• Client requests are consistently tracked through completion.
By 90 days
• Client experience feels smooth and responsive; fewer dropped threads and fewer last-minute scrambles.
• Operational coordination is stable and predictable week to week.