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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.
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.
Description
- 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
Requirements
- 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
Benefits
- 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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