About this role
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. We came out of Y Combinator in 2015, have grown to 1,000+ remote workers, and are backed by Sequoia Capital with over $30M in funding. 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 As Magic grows, our clients depend on their virtual assistants to run smoothly — and those assistants need someone in their corner. You're that person. But before anything else: this isn't a traditional Team Lead role, and if you're coming from a BPO background, it's worth resetting that mental model now. You won't just be managing a roster of agents — you'll own full partnerships: the client relationship AND the people delivering on it, end to end. Think less "supervisor," more account manager and coach rolled into one — closer to what a Customer Success Manager and a people leader do combined, minus the org-chart hierarchy (your EAs aren't direct reports; they're partners you lead through trust, not authority). As a Client Success Team Lead – Virtual Assistant Accounts (internally Account Lead), you're the bridge between our clients and their EA teams, making sure both sides thrive. When your assistants excel, clients stay. When clients stay, Magic grows. This role exists because great EAs don't just need a manager — they need a coach who leads from the front, solves problems before they escalate, and builds the kind of team environment where people do their best work. That ownership is the whole appeal, and it's also the whole ask: you're accountable for outcomes you can't always control, in conversations that are rarely scripted. If that sounds energizing rather than exhausting, keep reading. Our Hiring Proces Application + Pre-Qualifying Questions Interview with Talent Team (45 min) 24-Hour Reflection Period — we ask you to seriously consider if this is the right time and opportunity for you Final Interview with Operations Team Background Check + Vetting Job Offer 2-Week Training Program What Winning Looks Like You manage 15–20 EAs and your clients consistently report strong satisfaction scores with low escalations You catch performance issues before clients raise them — you already saw it coming and acted Your team members grow because you create development plans and actually follow through You handle difficult conversations with assistants and clients professionally and without delay You adapt to feedback immediately and don't repeat the same mistakes You keep clean, updated records on performance, client feedback, and team metrics at all times You don't wait for direction — you identify the problem, own it, and fix it Who This Role Is NOT For You're currently freelancing as a VA/EA and plan to keep those clients — exclusivity is non-negotiable You mention 0–2 tools when asked about your tech stack — this role runs on 6+ platforms daily You need perfect instructions before you take action You've never completed anything with strict attendance or performance requirements You have major life events — weddings, moves, travel — during the 2-week training period You see feedback as personal criticism rather than coaching You need more than 4 weeks to transition your current commitments You have less than 2 years of hands-on VA or EA experience with international clients You default to "give me a directive and I'll enforce it" — this role runs on influence, not command. (Quick gut-check: if an EA is technically off-task but has a reasonable explanation, is your instinct to write them up, or to ask what's going on first?) You can't commit to Monday–Friday availability — training runs 10 PM–7 AM PHT, and your eventual production shift will be assigned based on business needs (6 PM–3 AM, 12 AM–9 AM, or 4 AM–1 PM PHT) Leadership & Team Development Manage 15–20 virtual assistants across multiple clients simultaneously Run daily stand-ups and coach EAs in real-time when issues arise Build and execute personalized development plans for each team member Track performance metrics including response times, client satisfaction, and quality scores Jump in hands-on when clients need immediate support — you're a player-coach, not just a manager Client Success Management Lead video calls with international clients (US, Australia) daily Partner with clients to optimize EA workflows and stay ahead of their evolving needs Manage smooth transitions during team changes, EA replacements, and client handovers Support EA offboarding and account transition checklists when pairings end Develop and maintain SOPs for key EA functions Operations & Tools Monitor performance across HubSpot, Slack, Discord, Cloudtalk, ChatGPT, Workspace, and Penthouse daily Support client onboarding calls as needed and follow the handover SOP when accounts transition to a new Account Lead Flag billing discrepancies and relay client billing questions to the billing team — you coordinate, not calculate Submit a daily Account Lead Pulse (ALP) report following any internal note or escalation Maintain clean, accurate records on all team and client activity Use technology proactively to solve problems and stay organized Scope note: Billing invoice calculations and elevated complexity accounts are supported by your AOM and the billing team. You're the first point of contact and coordinator — not the resolver.