About this role
About Magic For over 10 years, Magic has connected top remote talent with fast-growing businesses — backed by Y Combinator and Sequoia Capital, with thousands of remote workers worldwide. Role Overview You work closely with clients and their assistants to make sure the pairing actually works — onboarding, follow-ups, rapport, and the kind of ongoing support that makes both sides want to stay. You're the pairing's advocate. Shift: Monday–Friday, 10 PM–7 AM PHT. Training runs 4 weeks across two phases — Product & Skills (shadowing, live-call listening) then Immersion (live tickets and onboarding under supervision, KPIs measured from day one). Zero absences during training, documented medical emergencies only, 80%+ required on daily assessments and mock calls to continue. Build real relationships with clients — onboarding sessions, 30-day check-ins, recurring follow-ups that keep clients and assistants aligned Advocate for assistants — coaching, feedback sessions, and flagging their side to internal leadership Triage 50+ tickets daily with a first-response time under 4 hours — personalized, never templated Catch churn risk before the client mentions it, and start the win-back conversation yourself Document everything in HubSpot — clean, detailed, useful to the next person who opens the record Partner across Operations, Finance, and Engineering on the complex stuff