Magic, Inc. is a B2B productivity company that helps businesses extend their operations with vetted remote professionals. Its services cover virtual assistance, customer support, sales lead generation, and scheduling, combining automation with human expertise to make recurring business tasks more efficient.
Client Experience Specialist
Manage relationships between clients and assistants on Magic’s remote talent platform. Reduce churn, respond to 30+ daily tickets, and coordinate onboarding and follow-ups.
Description
- Manage a portfolio of client-assistant relationships, learning each client’s goals, workflows, and account health.
- Run onboarding sessions, 30-day check-ins, and ongoing follow-ups.
- Support assistants with coaching and feedback, and escalate their needs when needed.
- Spot churn risks and lead conversations to win clients back.
- Handle more than 30 support tickets each day with prompt, tailored responses.
- Record all client interactions in HubSpot.
- Work with Operations, Finance, and Engineering to resolve issues outside your direct remit.
- Manage client relationships after the sale and help ensure successful client-assistant pairings.
Requirements
- At least three years of client-facing experience in customer support, account management, or retention; experience with US clients is strongly preferred.
- Demonstrated ability to manage several active relationships or accounts at once while keeping track of all follow-ups.
- Fluent written and spoken English.
- Availability for the night shift, 10 PM–7 AM PHT.
- Previous experience working night shifts.
- Experience with CRM tools; HubSpot is preferred.
- A proactive, solutions-focused approach.
- No absences during the four-week training program, except for documented medical emergencies.
- Score at least 80% on daily assessments and mock calls to continue in training.
Benefits
- Gross monthly package of up to ₱38,000.
- Night shift schedule: 10 PM–7 AM PHT.
- Full training provided.
- Fully remote work.
- Four-week training program.
- Product and skills training, including shadowing and listening to live calls.
- Supervised immersion with live tickets and onboarding.
- Work at a company backed by Y Combinator and Sequoia Capital.
- Join a globally distributed workforce.