Department: Support
Location: Philippines
Compensation: ₱32,000 - ₱40,000 / month
Description
About Magic
Magic is a leading modern outsourcing platform that connects SMBs to high-quality remote workers, from SDRs to virtual assistants and more. With roots in Silicon Valley, and backing from top venture capitalists, our workers are supercharged with a combination of the latest AI technology and training.
Background
Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.
- Check out Magic's Business Profile
- Know more about our Team via Magic's Careers Page
Why does this role exist
When a client trusts Magic with their business, someone needs to make sure that trust is earned every single day. That's you.
This is a post-sale relationship role. You own a portfolio of client-assistant pairings — and you're responsible for making those relationships work from day one. Not just answering tickets. Understanding what's really going on, picking up the phone, building trust, and solving problems before they become reasons to leave.
Your north star: client success. The assistant is the product. When it's working, clients stay. When it's not, you fix it.
What Winning Looks Like- A frustrated client emails in. You read the ticket, call within 30 minutes, listen first, probe the real issue, and act.
- A client goes quiet. You reach out before they submit a cancellation request — and you already have a plan.
- Your HubSpot notes tell a real story — not vague placeholders, but context anyone on the team can use.
- After 90 days, your manager isn't worried about your accounts because you already flagged everything they would have flagged.
Success Metrics
Metric |
Target
Client satisfaction (CSAT) | 90–95%+
Ticket response time | Within 4 hours
30-day check-in completion | 100%
Churn flags | Raised proactively, before client-initiated cancellations
Core Responsibilities
Client Relationship Management- Own a portfolio of 50+ client-assistant pairings. Know their goals, their workflows, and the health of each relationship.
- Respond to client concerns with urgency — read the ticket, then pick up the phone within 30 minutes.
- Run onboarding calls for new clients and facilitate introduction calls when assistants are replaced or added.
- Conduct 30-day check-ins and proactive follow-ups to catch issues before they escalate.
- Lead win-back conversations when clients signal they're about to churn.
Assistant Support & Coaching- Support assistants with task alignment, performance expectations, and scheduling.
- Conduct regular feedback sessions and coach them toward growth.
- Flag early signs of performance dips or potential resignation — and act before it becomes a client problem.
Operations & Documentation- Manage and triage tickets daily with fast, personalized responses.
- Keep HubSpot records clean, detailed, and useful — every interaction documented so any teammate can continue where you left off.
- Identify support trends and surface root causes to leadership.
What You Bring
- 2+ years of client-facing experience handling US-based clients — escalations, retention conversations, ongoing account ownership (not just general customer service)
- Proven track record managing multiple active accounts simultaneously without dropping threads
- Fluent written and verbal English — comfortable on live calls with frustrated clients and in coaching sessions with assistants
- Consistent night shift availability: 10 PM to 7 AM PHT (not your first time)
- HubSpot proficiency (or equivalent CRM); comfortable working across multiple platforms daily
Reality of the role
Who Thrives Here
This role is made for someone who:
- Picks up the phone before typing a reply when a client is frustrated
- Flags risks before being asked to look into them
- Stays steady and keeps thinking clearly under volume and pressure
- Energizes from fast-paced night-shift work, not drains from it
- Remembers the small details that make clients feel genuinely cared for
Where This Role Goes
As the Support team grows and portfolio sizes decrease, this role evolves into deeper strategic account ownership. Top performers have moved into our Customer Success team. We're also actively building Senior Support roles for those who want to grow within the function.
If you want to build something and grow with it, this is the right time.
The DetailsDetail |
Info
Location | 100% remote — anywhere in the Philippines
Schedule | Mon–Fri or Tue–Sat | 9 PM–6 AM or 10 PM–7 AM PHT
Salary | ₱32,000–₱40,000 / month
Training | 4-week paid onboarding (product + immersion phases)
Our Hiring Process- Application + Pre-Qualifying Questions
- HR Interview (30–45 minutes)
- Written Case Study (skill assessment)
- Second-Level Interview with Support Management
- Mock Feedback Call (guide provided in advance)
- Final Interview + Job Offer
Before You ApplyAsk yourself:
- When I see a frustrated client ticket, is my first instinct to call or to type
- Have I handled escalations, retention conversations, and owned accounts — not just handled support volume
- Can I commit to 10 PM–7 AM PHT, fully remote, five nights a week
- Do people I've worked with say I genuinely care — and can they point to specific moments
If yes to all of these — we want to hear from you.
