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 When a client signs on and gets paired with a Magic assistant, someone has to make sure that relationship holds. That someone is you. This is a post-sale, client-first role. You'll own a portfolio of client-assistant pairings and be responsible for their success from day one. Tickets come in — but reading and replying isn't the job. The job is understanding what's actually going on, picking up the phone, building trust, and solving problems before they become churn. 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. Own a portfolio of client-assistant relationships — know their goals, workflows, and the health of each pairing Lead onboarding sessions, 30-day check-ins, and recurring follow-ups that keep clients and assistants aligned and thriving Advocate for assistants — coaching, feedback sessions, and surfacing their needs to internal leadership Catch churn risk before the client raises it, and lead the win-back conversation yourself Triage 30+ tickets daily with fast, personalized responses — clients should feel a human on the other end, never a template Document every interaction in HubSpot — clean, detailed, useful to anyone who picks up the record after you Partner across Operations, Finance, and Engineering on anything that goes beyond your direct scope