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Remote Support Specialist - Philippines
Support Magic clients and assistants through onboarding, high-volume ticket resolution, follow-ups, and retention efforts in a fully remote Philippines-based role.
विवरण
- Guide clients through onboarding, 30-day reviews, and ongoing follow-ups to build strong working relationships
- Support assistants through coaching, feedback discussions, and escalation of issues to internal leadership
- Manage more than 50 daily tickets while keeping first responses below four hours
- Spot potential churn and lead conversations aimed at winning clients back
- Maintain accurate records of client and assistant interactions in HubSpot
- Coordinate with Operations, Finance, and Engineering to resolve complex cases
- Complete four weeks of product training, skills shadowing, call observation, live ticket handling, and supervised onboarding
- Report directly to Andrea Santisteban
आवश्यकताएँ
- At least three years of client-facing customer support, account management, or retention experience, preferably serving US clients
- Demonstrated ability to manage high-volume support, including at least 30 daily tickets and multiple concurrent cases
- Fluent written and spoken English
- Consistent availability for the 10 PM–7 AM PHT night shift, with prior night-shift experience
- Experience using CRM platforms; HubSpot experience is preferred
- A proactive, solution-focused working style
- Full attendance throughout the four-week training period, except for documented medical emergencies
- A minimum score of 80% on daily assessments and mock calls to progress through training
- Capacity to manage more than 50 tickets and 20 active cases
- Completion of a written case study, mock feedback call, and interview stages during the application process
लाभ
- Gross monthly package of ₱32,000–₱38,000
- Potential total monthly earnings of ₱38,000–₱40,000
- Structured training program included
- Fully remote work arrangement
- Regular, engaging conversations with clients and assistants
- Workplace described as free from politics and restrictive hierarchy
- Opportunities to connect with colleagues across teams
- Join a company backed by Y Combinator and Sequoia
- Night-shift schedule from 10 PM–7 AM PHT
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