Client & Assistant Success Specialist - Full-Time, Remote

Client & Assistant Success Specialist - Full-Time, Remote

Department: Support

Employment Type: Full Time

Location: Philippines

Compensation: ₱37,000 - ₱45,000 / month

Description

About Magic

Magic is a leading modern outsourcing platform that connects SMBs to high-quality remote workers, from SDRs to virtual assistants and more. With roots in Silicon Valley, and backing from top venture capitalists, our workers are supercharged with a combination of the latest AI technology and training.
Background

Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.

• Check out Magic's Business Profile
• Know more about our Team via Magic's Careers Page

Why does this role exist?
The Client & Assistant Success Specialist plays a vital role in ensuring client satisfaction and retention by managing the relationship between clients and their assigned assistants. This position serves as the bridge between our clients and their virtual assistants, handling tickets, conducting replacement interviews, facilitating onboarding, and collaborating across departments to resolve issues quickly and effectively.

The Impact you'll make

Client Support & Retention

• Handle approximately 25+ support tickets daily with a focus on client satisfaction
• Facilitate onboarding and check-in calls to ensure client needs are being met
• Develop and maintain strong client relationships to minimize churn
• Offer potential solutions and workarounds for client issues

Assistant Management

• Conduct assistant replacement interviews when necessary
• Support assistant success by addressing concerns and providing guidance
• Facilitate introductory calls between clients and new assistants
• Collaborate with the Assistant Leadership Team to address opportunities for improvement

Interdepartmental Collaboration

• Work closely with matching team, sales, and other departments
• Share actionable insights with leadership based on client and assistant feedback
• Partner with cross-functional teams to address complex issues
• Contribute to process improvements based on observed patterns

Problem-solving & Issue Resolution

• Identify and address client concerns proactively
• Apply creative thinking to develop effective solutions
• Document issues and resolutions accurately in ticketing system
• Analyze trends to prevent recurring problems

• Maintain a client satisfaction rate (CSAT) of 90-95% or higher
• Respond to and resolve ticket inquiries within 4 hours
• Successfully manage 25+ tickets daily while maintaining quality of service

Required Exeperience

• Excellent client communication skills (both written and verbal)
• Strong problem-solving abilities and attention to detail
• Previous experience in customer support, client retention, or account management
• Ability to handle multiple tasks simultaneously in a fast-paced environment
• Comfort with casual yet professional communication style
• WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
  • Internet speed of at least 40MBPS
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

• Technical Skills
  • Experience with HubSpot or similar CRM systems
  • Familiarity with ticketing systems and support processes
  • Proficiency with AI tools for communication
  • Data analysis skills to identify trends and patterns
• Soft Skills
  • Exceptional empathy and ability to understand client concerns
  • Adaptability to changing priorities without feeling overwhelmed
  • Resilience and positive attitude toward challenges
  • Proactive thinking to anticipate issues before they arise
  • Cross-departmental collaboration and relationship building

• You thrive in a dynamic, fast-paced environment and can adapt quickly to changes
• You're a natural problem-solver who enjoys finding creative solutions
• You're comfortable working in a remote environment and can communicate effectively in writing
• You have a "get stuff done" mentality and take ownership of your responsibilities
• You're passionate about providing exceptional client experiences
• You can balance the needs of both clients and assistants with a solution-oriented approach
• You enjoy learning new things and continuously improving your skills

Benefits

• Work-from-home setup: Fully remote position with flexibility to work from your preferred location
• Working hours: Two shift options available:
  • 10 AM to 7 PM
  • 12 PM to 9 PM
• Salary range: Php37,000-Php45,000 per month plus government mandated benefits
• Training program: Training period of 3-4 weeks starting at 10 AM to 7 PM, comprehensive 3-4 week onboarding to learn our systems, processes, and best practices for client and assistant support

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