The Role
Own a portfolio of client-assistant pairings post-sale, proactively manage onboarding, check-ins, escalations and retention. Call clients quickly, coach assistants, log clear HubSpot notes, triage tickets, surface patterns to leadership, and coordinate cross-functional fixes while working night shift (10 PM-7 AM PHT).
Summary Generated by Built In
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?
The moment a client signs on and gets paired with a Magic assistant, someone has to make sure that pairing succeeds. That someone is you.
The moment a client signs on and gets paired with a Magic assistant, someone has to make sure that pairing succeeds. That someone is you.
This is a post-sale, relationship-first role. You'll hold a portfolio of client-assistant pairings and own their success from the very first interaction. Tickets land in your queue, but reading and replying to them isn't the job — the job is digging into what's actually happening, calling the client, earning their trust, and getting ahead of problems before they turn into cancellations.
Client success is the outcome you're measured on. The assistant is what your client is paying for — if that's not working, you step in to fix it or find the right replacement. If a client is upset, you're the one who picks up the phone. If the relationship is thriving, it's because of the work you put in.
We're moving toward a model where every Client Success Specialist has real depth on their accounts — the client's goals, what the assistant is good at, and an honest read on the relationship's health. Right now the role splits between reacting to issues and getting ahead of them proactively. Whoever we bring on will help push further into that proactive half.
What Winning Looks Like
- A client emails in frustrated. You read it, call within 30 minutes, and lead by listening — asking enough questions to get past the surface complaint to the real one. Only then do you act.
- A client goes quiet. Rather than wait for a cancellation, you reach out first, check in, and figure out what changed — with a plan already forming before anyone has to ask you for one.
- Onboarding calls, check-ins, feedback sessions — all run without a reminder. Your calendar stays organized and nothing falls through.
- Your HubSpot notes are specific and useful — the kind a teammate could read cold and immediately understand what happened and what's next. No placeholder text.
- When a pairing starts to break down, you don't just note it and move on. You find out why, loop in leadership on a replacement, and handle the handoff so the client barely notices the bump.
- You check before you assume. You flag things outside your scope early. Every loop gets closed.
- Ninety days in, your manager has nothing to worry about on your accounts, because you've already surfaced anything they would have.
Who This Role Is NOT For
Be honest with yourself before applying.
Be honest with yourself before applying.
- Be honest with yourself before applying.
- Your default move on a ticket is to type a response, not make a call. This team doesn't operate email-first.
- You have under 2 years of client-facing support experience with US clients, with minimal exposure to escalations or account retention.
- You can't reliably work overlapping US hours or hold a consistent night shift schedule (10 PM–7 AM PHT).
- Graveyard or night shift work would be brand new to you.
- Juggling high ticket volume while still giving each client relationship real attention isn't something you're confident doing.
- Your written or spoken English isn't strong enough to confidently navigate a live client call or relay feedback to a teammate.
- You tend to wait for direction rather than take ownership of a problem yourself.
- Ambiguity or pressure tends to make you freeze up or disengage.
Core Responsibilities
Client Relationship Ownership (Primary)
- Hold a portfolio of client-assistant pairings — understand each one's goals, day-to-day workflow, and overall relationship health.
- Treat every inbound inquiry with urgency. Read it, then call. Lead with empathy, dig past the surface, and follow through with action.
- Run onboarding for new clients and assistants, and lead introduction calls whenever a client gets a replacement or additional assistant — setting the tone and communication cadence from call one.
- Own 30-day success check-ins and ongoing follow-ups. Catch retention or satisfaction risks early enough to act before the client raises them.
- Take the lead on win-back conversations when a client signals they're thinking of leaving — diagnose the real issue, propose solutions, and advocate for keeping the relationship alive.
- Collect and pass along client feedback that points to service gaps, process fixes, or expansion opportunities.
Your client is paying for the assistant's output. When that's strong, retention follows — when it's not, fixing it falls to you.
- Help assistants stay aligned on tasks, expectations, and scheduling so they consistently deliver for the client.
- Hold regular feedback conversations with assistants — coaching where there's room to grow, and representing their interests to leadership.
- Watch for early signs of disengagement or flight risk in assistant performance, and act on them before they escalate.
- Partner with the Assistant Leadership Team whenever a pairing needs to be reworked.
- Triage and manage your daily ticket queue with responses that feel personal, not templated — clients should know there's a real person on the other end.
- Keep HubSpot airtight — every interaction, issue, and resolution logged clearly enough for anyone on the team to pick up the thread.
- Watch for recurring patterns in support issues and surface the root causes to leadership.
- Bring in cross-functional partners (Operations, Finance, Engineering) for anything outside your lane.
What You Bring
- Experience helps, but how you operate matters more. We're looking for:
- Solid client-facing experience in support, account management, or retention — US clients strongly preferred. You've worked escalations, owned ongoing relationships, and pulled at-risk accounts back from the edge.
- A demonstrated ability to juggle multiple active relationships or accounts at once without losing track of any of them.
- Strong written and spoken English — equally at home on a tense client call or a developmental conversation with an assistant.
- Consistent availability for night shift: 10 PM–7 AM PHT, with prior night shift experience required.
- Comfort with CRM tools (HubSpot preferred) and working across several platforms day to day.
The strongest performers here weren't necessarily the most experienced on paper — they were the most relentless.
- Bias toward action. A problem shows up, they move on it — no waiting around for a green light.
- Adaptability. Priorities shift, tickets spike, processes evolve — they roll with it without losing quality.
- Visible care. It comes through in the small things — a personalized reply, a follow-up nobody asked for, remembering details that matter. Clients and assistants notice.
- PLOW mindset. A core Magic value — when something blocks your path, you work through it rather than parking it or punting it to someone else.
- Relationship instinct. Fast trust-building with both clients and assistants, good judgment on when to push versus listen versus escalate, and the ability to keep things constructive even in tough conversations.
We're evolving the Support function past pure ticket-handling. As the team scales and portfolios get leaner, this role grows into deeper account ownership with more strategic weight.
Strong performers here have transitioned into our Customer Success team, and we're actively building out senior tracks within Support for people who'd rather grow in place.
Our Hiring Process- Application + Pre-Qualifying Questions
- HR Interview (30 to 45 minutes)
- Skill Assessment: Written Case Study (submitted before next stage)
- Second-Level Interview with Support Management
- Mock Feedback Call (guide provided in advance)
- Final Interview with Head of Sales: experience and scenario-based questions
- Job Offer + 4-Week Training Program
Reality of the role
Training Reality
Your first 4 weeks break into two phases:
Your first 4 weeks break into two phases:
- Product & Skills Training: You'll learn the full client lifecycle, Magic's internal systems and tools, plus shadow experienced Client Success Specialists through live calls.
- Immersion Training: You take on live tickets, onboarding calls, and client interactions under supervision. Response time, resolution quality, and documentation accuracy are tracked from day one.
What to expect during training:
- Schedule: Monday–Friday, 10 PM–7 AM PHT
- Zero absences allowed (medical emergencies only, with documentation)
- 80% or higher required on daily assessments, mock calls, and immersion KPIs to continue
- Full focus, consistent attendance, professionalism, and proactive engagement required
- Location: Fully remote, work from your preferred location
- Schedule: Monday–Friday or Tuesday–Saturday, 9 PM–6 AM or 10 PM–7 AM PHT
- Salary: ₱32,000–38,000/month
- When a frustrated client ticket lands, is my instinct to call or to type a response?
- Do I have real client-facing experience with escalations, retention conversations, and account ownership — beyond general customer service?
- Can I commit to US time zone hours (10 PM–7 AM PHT), fully remote, without close supervision?
- Am I genuinely comfortable managing a full portfolio of client-assistant relationships alongside daily ticket load?
- Can I commit to 4 weeks of intensive training — assessments, mock calls, live client work included?
- When I hit a wall, do I push through it myself, or wait for someone to tell me what's next?
- Would former colleagues say I genuinely care — and could they name a specific moment that proved it?
If you answered yes across the board, we'd like to talk.
If “maybe” or “I’ll figure it out” came up anywhere, it might not be the right time yet — and that’s completely fine.
If “maybe” or “I’ll figure it out” came up anywhere, it might not be the right time yet — and that’s completely fine.
About
Magic has connected top remote talent with fast-growing businesses for over 10 years.Founded in San Francisco in 2015, we now have thousands of remote workers around the world. Magic is backed by Sequoia Capital and Y Combinator.
Skills Required
- Client-facing experience in support, account management, or retention
- Experience handling escalations and win-back or retention conversations
- Ability to manage multiple active relationships/accounts simultaneously
- Strong written and spoken English
- Consistent availability for night shift: 10 PM-7 AM PHT; prior night shift experience
- Comfort with CRM tools
- HubSpot experience
- Willingness to complete 4-week intensive training with high attendance and assessment performance
- Demonstrated bias toward action, adaptability, and strong relationship-building judgment
- Experience working with US clients
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The Company
What We Do
Magic is a frictionless way to plug in thoroughly vetted, cost-effective remote workers, to help scale your key business functions. Through a combination of automation and active work, we tap into our network of vetted remote workers who handle tasks from virtual assistance and customer service to sales lead generation and scheduling across various team members—like magic.
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