Support Specialist

Support Specialist

Application Deadline: 31 December 2024

Department: Support

Employment Type: Full Time

Location: Philippines

Compensation: ₱35,000 - ₱42,000 / month

Description

About MagicWe are a leading modern outsourcing platform that connects SMBs to high-quality remote Executive Assistants. 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.

Why this role exists
The Support Specialist plays a vital role as the bridge between Magic's clients and their remote Executive Assistants, ensuring exceptional service delivery and relationship success. This position is crucial for maintaining high client satisfaction by providing comprehensive support throughout the customer journey, from initial onboarding to ongoing relationship management. As a Support Specialist, you'll be instrumental in fostering strong partnerships while driving client and assistant success through proactive support and strategic guidance.

Key Responsibilities

Client Relationship Excellence

• Develop a deep understanding of client needs and provide tailored solutions through email, chat, phone, and virtual meetings
• Guide clients through onboarding and the first 30-day success journey
• Facilitate regular client x assistant workshops and recurring meetings
• Train clients on product features and best practices
• Help clients establish and track clear KPIs for their assistants
• Implement proactive churn prevention and win-back strategies

Assistant Success Management

• Support assistants with task-related concerns and performance alignment
• Conduct feedback sessions and advocate for assistant growth
• Collaborate with Assistant Leadership Team to provide guidance
• Implement retention strategies to prevent turnover
• Monitor assistant performance against established KPIs

Operational Management

• Process and manage 50+ daily support tickets with <4 hour response time
• Handle 40-80 active cases simultaneously
• Maintain detailed documentation in HubSpot
• Coordinate introductory calls and onboarding sessions
• Schedule and facilitate recurring client check-ins and support meetings

Strategic Support & Analysis

• Identify trends and patterns in support issues
• Provide actionable insights to leadership
• Collaborate with cross-functional teams on process improvements
• Develop and implement proactive solutions to prevent potential issues
• Track and analyze customer lifecycle metrics

Measure of Success

• Maintain CSAT scores of 90-95% or higher
• Achieve first response time under 4 hours for all tickets
• Successfully manage 50+ daily tickets while handling 40-80 active cases
• Drive high retention rates for both clients and assistants
• Meet established client and assistant KPI targets

Skills, Knowledge and Expertise

Required Experience

• Minimum 3 years of customer service experience in client-facing roles
• BPO industry experience strongly preferred
• Proven track record managing high-volume support tickets
• Proficiency with CRM systems (particularly HubSpot) and G-Suite
• Advanced skills in spreadsheet and presentation software
• Strong experience in relationship management across diverse industries

Your superpowers are...

• Expert listening and communication skills
• Strong conflict resolution abilities
• Data-driven decision making
• Exceptional problem-solving capabilities
• High emotional intelligence and empathy
• Proactive issue identification and resolution
• Strategic thinking and analytical skills
• Strong organizational and time management abilities
• Proficiency with online collaboration tools

You should apply if...

• You thrive in dynamic, fast-paced startup environments
• You're passionate about delivering exceptional customer experiences
• You have a growth mindset and continuously seek improvement
• You excel in remote work environments and written communication
• You're highly reliable with a "Get Stuff Done" mentality
• You take ownership and follow through on commitments
• You're comfortable challenging the status quo constructively
• You're naturally curious and eager to learn new things
• You can effectively manage multiple priorities in a high-growth company

Benefits

Why Magic?

• Founded in San Francisco in 2015, we're a thriving global company with 200+ employees
• Venture-backed and rapidly growing in the AI-powered executive assistant space
• Opportunity to work directly with founders and key decision-makers
• Full remote work with flexible hours - design your ideal work-life balance
• Competitive salary and benefits package

Magic is a frictionless way to plug in thoroughly vetted, cost-effective, remote-worker to help scale your key business functions. Through a combination of automation and active work, we tap into our network of vetted ‘assistants’ who handle tasks from research and customer service, to sales lead generation and scheduling across various team members—like magic.

• TL;DR: Forget the job boards, or marketplaces, and let us handle the vetting process so you’ll only interact with the best, and most reliable workers, every time.
• 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.

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