Magic, Inc. je podjetje B2B za produktivnost, ki podjetjem pomaga širiti njihovo poslovanje s preverjenimi strokovnjaki za delo na daljavo. Njegove storitve vključujejo virtualno asistenco, podporo strankam, pridobivanje prodajnih potencialnih strank in razporejanje, pri čemer združujejo avtomatizacijo s človeškim strokovnim znanjem, da ponavljajoče se poslovne naloge postanejo učinkovitejše.
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.
Opis
- 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.
Zahteve
- 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.
Ugodnosti
- 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.