Client Experience Specialist

Magic

About The Position

Magic is hiring a post-sale, client-first Client Experience Specialist to own a portfolio of client-assistant relationships and ensure each pairing succeeds from onboarding onward. The role involves understanding client goals and workflows, building trust through direct communication, resolving problems proactively, and identifying churn risks before they escalate. It combines relationship management with a daily ticket queue and requires detailed documentation and cross-functional coordination. The schedule is Monday through Friday, 10 PM–7 AM PHT. The role includes a four-week training program in two phases: Product & Skills, which includes shadowing and listening to live calls, followed by Immersion, with supervised live tickets and onboarding. KPIs are measured from day one. Trainees must have zero absences except for documented medical emergencies and achieve at least 80% on daily assessments and mock calls to continue. The position is suited to someone experienced with night shifts who can manage a full client portfolio alongside daily ticket volume, communicate confidently with clients and assistants, and take initiative in resolving issues. Compensation is a gross package of up to ₱38,000 per month.

Requirements

At least 3 years of client-facing experience in customer support, account management, or retention; experience with US clients is strongly preferred.
Proven ability to manage multiple active relationships or accounts simultaneously without losing track of issues.
Fluent written and verbal English, with confidence handling live escalation calls and coaching conversations.
Reliable availability for the 10 PM–7 AM PHT night shift and a history of night-shift work in previous roles.
Proficiency with CRM tools; HubSpot is preferred.
Proactive, solutions-driven approach, with the ability to anticipate and address problems.

Nice To Haves

Experience serving US clients.
Experience with HubSpot.

Responsibilities

Own a portfolio of client-assistant relationships and understand each pairing’s goals, workflows, and health.
Lead onboarding sessions, 30-day check-ins, and recurring follow-ups to keep clients and assistants aligned.
Advocate for assistants through coaching and feedback sessions, and surface their needs to internal leadership.
Identify churn risk proactively and lead win-back conversations.
Triage more than 30 tickets daily with fast, personalized responses.
Document every interaction in HubSpot with clear, detailed records useful to colleagues.
Partner with Operations, Finance, and Engineering on issues beyond the role’s direct scope.