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. 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 swipes their card and gets matched with a Magic assistant, somebody needs to make sure that relationship works. That somebody is you. This is a post-sale client relationship role. You own a portfolio of client-assistant pairings and you are responsible for making those relationships successful from day one. Tickets are your primary intake channel, but tickets are not the job. The job is understanding what is actually going on, picking up the phone, building trust, and solving problems before they become churn risks. Your north star is client success. The assistant is the product. When the product breaks, you fix it or replace it. When the client is frustrated, you are the first voice they hear. When things are going well, you are the reason they stay. We are building toward a model where every Client Experience Specialist deeply knows their accounts: the client's goals, the assistant's strengths, the health of the relationship. Today the role is a mix of reactive support and proactive relationship management. The person we hire will help us build the proactive side. What Winning Looks Like A frustrated client emails in. You read the ticket, pick up the phone within 30 minutes, and spend the first few minutes just listening. You probe until you understand the real issue, not just the surface complaint. Then you act. You notice a client has gone quiet. Instead of waiting for a cancellation request, you reach out, check in, and figure out what shifted. You are already working on a plan before your manager asks about it. You run onboarding calls, check-ins, and feedback sessions without being reminded. Your calendar is organized and your follow-through is airtight. Your HubSpot records are clean, detailed, and useful to anyone on the team. Not vague placeholders. Real notes that tell the story of what happened and what comes next. When a client-assistant pairing is not working, you do not just log it. You dig into why, work with leadership to find the right replacement, and manage the transition so the client barely feels it. You ask questions before making assumptions. You escalate early when something is beyond your scope. You close the loop every single time. After 90 days, your manager is not worried about your accounts because you have already flagged the things they would have flagged themselves. Who This Role Is NOT For Be honest with yourself before applying. You see a ticket and your instinct is to type a reply, not pick up the phone. This is not an email-first team. You have less than 2 years of client-facing support experience with US clients, and little to no background in escalation handling or account retention. You cannot work overlapping hours in US time zones or commit consistently to a remote night shift schedule (10 PM to 7 AM PHT). You have never worked a graveyard or night shift before and this would be your first time. You are not comfortable managing high-volume support while also maintaining the quality of your client relationships. You struggle with written or verbal English and cannot confidently hold a live conversation with a client or relay feedback to an internal team. You avoid taking ownership of problems. You wait to be told what to do instead of figuring it out. You shut down under pressure or go quiet when things get complex and ambiguous. Client Relationship Ownership (Primary) Own a portfolio of client-assistant relationships. Know their goals, their workflows, and the health of their pairing. Respond to client inquiries with urgency. Read the ticket, then pick up the phone. Lead with empathy, probe deeply to understand the full picture, and take action. Run onboarding sessions for new clients and their assistants. Facilitate introduction calls when a client is being matched with a replacement assistant or adding a new assistant to their team. Set expectations, establish communication rhythms, and ensure both sides are set up for success from the first conversation. Conduct 30-day success check-ins and recurring follow-ups. Identify risks to satisfaction or retention early and act on them before the client has to ask. Lead win-back conversations when clients signal intent to churn. Understand what went wrong, present solutions, and fight to save the relationship. Gather and relay client feedback to identify opportunities for service improvements, process changes, or account expansion. Assistant Management and Advocacy The assistant is the product your client is paying for. When the product is working well, the client stays. When it is not, you need to fix it. Support assistants with task alignment, performance expectations, and scheduling so they deliver on what the client needs. Conduct regular feedback sessions with assistants. Coach them on areas of growth and advocate for their needs to internal leadership. Monitor assistant performance and engagement. When you see signs of a performance dip or potential resignation, flag it and take action early. Collaborate with the Assistant Leadership Team to improve client-assistant pairings when a match is not working. Operational Execution Manage and triage tickets daily while maintaining fast, personalized responses. Clients should feel a human on the other end, not a template. Maintain detailed, up-to-date records in HubSpot. Every interaction, issue, and resolution documented clearly enough that any teammate can pick up where you left off. Analyze support trends and recurring issues. Surface patterns and root causes to leadership so the team can improve, not just react. Partner with cross-functional teams (Operations, Finance, Engineering) to solve complex challenges that go beyond your direct scope.