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? An B2B Team Lead (Success Coach) sits at the intersection of people leadership , operational excellence , and client satisfaction . You're not just managing a team—you're building a high-performing unit that consistently delivers exceptional results for our most valued clients. Your core accountability: Results, people, and execution. This role exists because great assistants don't just happen—they're developed. Client satisfaction doesn't maintain itself—it's protected daily. Performance targets don't hit themselves—they're driven through consistent coaching, proactive problem-solving, and relentless focus on execution. You'll be responsible for a team of 8-15 top-tier virtual assistants handling key client accounts in the Magic ecosystem. Your mission is threefold: Drive Results: Own your team's performance metrics end-to-end. You're accountable for CSAT scores, productivity levels, client retention, and quality standards. Develop People: Transform good assistants into exceptional ones through targeted coaching, skills development, and performance management. Execute Flawlessly: Translate strategic goals into daily actions. You'll maintain operational stability, troubleshoot issues before they escalate, coordinate cross-functionally with other departments, and ensure seamless client-assistant relationships that drive retention and satisfaction. This isn't a passive oversight role. You're a working coach who's hands-on with your team's day-to-day performance while strategically planning for long-term success. You're the first line of defense for quality issues and the primary driver of team performance improvements. Core Responsibilities: 1. Performance Management & Results Ownership Own team KPIs end-to-end: Monitor, analyze, and drive daily/weekly/monthly performance metrics including CSAT, quality scores, productivity rates, adherence, attendance, and client satisfaction scores Conduct data-driven performance reviews: Analyze individual and team performance trends, identify root causes of performance gaps, and implement targeted improvement strategies Set clear performance expectations: Establish measurable goals aligned with client requirements and company standards; hold team members accountable for meeting or exceeding these targets Create and execute performance improvement plans (PIPs): When performance falls below standards, develop structured improvement plans with clear milestones, regular check-ins, and documented progress Lead daily/weekly team huddles: Review priorities, celebrate wins, address blockers, and ensure team alignment on goals and key deliverables Track and report on team metrics: Prepare weekly performance reports for senior management, highlighting achievements, risks, and action plans 2. Team Coaching & Development Conduct weekly 1:1 coaching sessions: Meet with each team member individually to provide feedback, discuss performance, identify development needs, and build strong coaching relationships Deliver real-time coaching: Provide in-the-moment feedback on assistant performance, helping them course-correct quickly and reinforcing best practices Identify and address skill gaps: Assess individual and team competencies; partner with training teams to upskill assistants in areas like communication, problem-solving, client management, and technical skills Build individualized development plans: Work with each assistant to create career growth roadmaps aligned with their goals and company needs Shadow and monitor calls/tickets: Listen to customer interactions, review work quality, and provide constructive coaching to improve performance Conduct call calibration sessions: Review customer interactions with your team to ensure quality standards are met and facilitate peer learning Facilitate skill-building workshops: Host team training sessions on soft skills, process improvements, and best practices based on identified needs Foster a high-performance culture: Create an environment where excellence is expected, feedback is welcomed, and continuous improvement is the norm 3. Client Relationship Management & Satisfaction Serve as the primary point of contact for quality and performance concerns: Act as the escalation point for clients regarding assistant performance, quickly addressing issues, and implementing solutions Facilitate smooth client-assistant onboarding: Ensure new assistant placements are properly introduced, trained on client-specific requirements, and set up for success from day one Proactively monitor client satisfaction: Regularly check in with clients (or coordinate with CSMs) to gather feedback, address concerns before they escalate, and identify opportunities to exceed expectations Manage client feedback loops: Collect, document, and act on client feedback; translate client needs into actionable coaching points for your team Coordinate assistant replacements when needed: When fit isn't right, work with matching teams to facilitate smooth transitions that maintain client satisfaction Recognize and facilitate additional client needs: Identify opportunities for clients to expand services or leverage additional assistant capabilities; collaborate with sales/CSM teams on growth opportunities 4. Operational Excellence & Problem-Solving Maintain operational stability: Ensure consistent, reliable service delivery by managing schedules, monitoring adherence, and addressing attendance issues proactively Troubleshoot technical and operational issues: Serve as first-line support for software problems, process breakdowns, and system issues; escalate to appropriate teams when needed Coordinate with cross-functional departments: Partner with Matching, Training, Technical Support, HR, and Finance teams to resolve assistant or client-related issues efficiently Manage escalations effectively: When issues arise, take ownership of resolution—coordinating across teams, communicating with stakeholders, and following through until resolved Optimize team processes: Continuously identify inefficiencies in workflows and implement improvements that increase productivity without sacrificing quality Address attendance and engagement issues: Proactively manage time-off requests, address tardiness/absences, and implement strategies to improve team engagement and reduce idle time Document issues and solutions: Maintain detailed records of performance issues, client feedback, and problem resolutions to inform future decisions and identify patterns 5. Strategic Planning & Continuous Improvement Develop strategies to hit goals and improve performance: Analyze data to identify trends, diagnose problems, and implement targeted interventions that move the needle on key metrics Lead continuous improvement initiatives: Champion process improvements, efficiency gains, and quality enhancements based on data analysis and team feedback Stay ahead of potential issues: Use early warning indicators to predict and prevent problems before they impact clients or team performance What Winning Looks Like: Month 1: Foundation & Learning You've built trust-based relationships with each team member through comprehensive 1:1s and shadowing sessions You understand your client accounts deeply—their business models, pain points, expectations, and success metrics You've completed onboarding, learned internal systems and tools, and established your coaching rhythm Month 3: Ownership & Impact Your team consistently meets or exceeds core KPIs (CSAT, quality scores, productivity) You're independently managing performance issues and coaching your team to higher standards Attendance and engagement issues have visibly improved under your leadership Clients are providing positive feedback about team performance and responsiveness Month 6: Excellence & Strategic Leadership Your team is a top performer across all key metrics—a benchmark for other teams You've developed high-potential assistants who are ready for more complex client assignments or leadership roles Client retention in your portfolio is strong; clients are actively requesting to expand their team sizes Success Indicators Throughout: You own outcomes, not just activities. When metrics dip, you don't make excuses—you analyze root causes, develop solutions, and drive improvements. You develop your people. Your assistants visibly grow under your leadership—they're more confident, more skilled, and more engaged than when they started. You protect the client experience. Issues are resolved quickly, quality is consistently high, and clients trust your team to deliver. You're proactive, not reactive. You spot trends early, address small issues before they become big problems, and stay ahead of potential risks. You communicate clearly and frequently. Your team always knows where they stand, what's expected, and how they're performing. Clients and leadership are kept informed without needing to chase you for updates. You foster accountability. Your team members take ownership of their work because you've built a culture where performance matters and excellence is recognized. You're a problem-solver, not a problem-identifier. When you bring issues to leadership, you also bring potential solutions and recommendations. Who This Role is NOT For: You're looking for a "management" title without the daily coaching grind. This role is 80% coaching and 20% administration. If you don't genuinely enjoy developing people and giving regular feedback, this isn't the right fit. You need highly structured processes with little ambiguity. While we have SOPs and frameworks, every client and assistant is different. You'll need to adapt your approach, make judgment calls, and navigate grey areas independently. You avoid difficult conversations. Performance management means having tough discussions about underperformance, behavior issues, and sometimes making decisions about fit. You wait to be told what to do. We need coaches who see problems and solve them, who identify opportunities and seize them, who take initiative without being prompted. You're uncomfortable with data and metrics. This role is driven by numbers—CSAT scores, quality audits, productivity rates, and adherence. You prefer to work alone rather than collaborate. You'll be coordinating with CSMs, Success Coaches, Training teams, Technical Support, and more. You need constant validation or hand-holding. We provide support and guidance, but you're expected to work autonomously between weekly check-ins with your manager. You resist feedback or believe you've "figured it out." The best coaches are coachable themselves—open to feedback, willing to try new approaches, and committed to continuous learning. You see this as a stepping stone, not a destination. While there's growth potential, we're looking for someone who genuinely wants to excel at coaching and team leadership, not someone just passing through to their "real" goal.