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 Retention Specialist — Philippines (Remote)
Manage client-assistant relationships for Magic’s remote talent marketplace, keeping accounts healthy through onboarding, follow-ups, and personalized support. Identify churn risks, lead escalations and win-back calls, and coordinate solutions with internal teams.
Description
- Manage a portfolio of client-assistant relationships and track the health of each pairing.
- Spot early signs of churn and take action to retain clients.
- Lead win-back and escalation discussions on live calls.
- Support client success with onboarding, 30-day check-ins, and regular follow-ups.
- Represent assistants in feedback and coaching discussions.
- Handle more than 30 support tickets per day with prompt, tailored responses.
- Record each client interaction accurately in HubSpot.
- Work with Operations, Finance, and Engineering to resolve issues outside your direct remit.
- Support US-based clients on the Monday-to-Friday night shift.
- Complete the Product & Skills and Immersion training phases under supervision.
Requirements
- At least three years of client-facing experience in customer retention, account management, or customer support.
- Documented experience saving accounts, preventing churn, or winning back clients is strongly preferred.
- Experience supporting US clients is strongly preferred.
- Ability to manage several active client relationships at once.
- Experience owning retention or renewal metrics and describing how you improved them.
- Fluent written and spoken English.
- Availability for the 10 PM–7 AM PHT night shift.
- Previous experience working night shifts.
- Proficiency with CRM software; HubSpot is preferred.
- A proactive, solutions-focused approach.
- No absences during training, except for documented medical emergencies.
- Score at least 80% on daily assessments and mock calls to continue 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.
- Training covers Product & Skills and Immersion phases.
- Company backed by Y Combinator and Sequoia.
- Join a company with thousands of remote workers worldwide.