Client Relations Specialist

Magic

13d•$32,000 - $38,000•Remote

About The Position

Magic is a leading modern outsourcing platform that connects SMBs to high-quality remote workers. This role is a post-sale, relationship-first position focused on ensuring the success of client-assistant pairings. The Client Relations Specialist will own a portfolio of client-assistant pairings, manage client interactions, address issues proactively, and ensure client satisfaction to prevent cancellations. The role involves digging into client issues, building trust, and getting ahead of problems. Winning in this role means successfully managing client relationships, proactively addressing issues, maintaining an organized calendar, documenting interactions thoroughly in HubSpot, and effectively managing the handoff of assistant replacements when necessary. The ideal candidate will be proactive, take ownership, and ensure client success is the primary outcome.

Requirements

Solid client-facing experience in relations, support, account management, or retention — US clients strongly preferred.
Demonstrated ability to juggle multiple active relationships or accounts at once without losing track of any of them.
Strong written and spoken English — equally at home on a tense client call or a developmental conversation with an assistant.
Consistent availability for night shift: 10 PM–7 AM PHT, with prior night shift experience required.
Comfort with CRM tools (HubSpot preferred) and working across several platforms day to day.
Ability to commit to US time zone hours (10 PM–7 AM PHT), fully remote, without close supervision.
Comfort managing a full portfolio of client-assistant relationships alongside daily ticket load.
Ability to commit to 4 weeks of intensive training — assessments, mock calls, live client work included.
A bias toward action; moving on problems without waiting for a green light.
Adaptability to shifting priorities, ticket spikes, and evolving processes.
Visible care demonstrated through personalized replies, unsolicited follow-ups, and remembering important details.
A PLOW (Problem, Loop, Ownership, Work) mindset: working through blockers rather than parking them or passing them on.
Relationship instinct: fast trust-building with clients and assistants, good judgment on when to push versus listen versus escalate, and the ability to keep conversations constructive.

Nice To Haves

You've worked escalations, owned ongoing relationships, and pulled at-risk accounts back from the edge.
Prior night shift experience is required.

Responsibilities

Hold a portfolio of client-assistant pairings — understand each one's goals, day-to-day workflow, and overall relationship health.
Treat every inbound inquiry with urgency. Read it, then call. Lead with empathy, dig past the surface, and follow through with action.
Run onboarding for new clients and assistants, and lead introduction calls whenever a client gets a replacement or additional assistant — setting the tone and communication cadence from call one.
Own 30-day success check-ins and ongoing follow-ups.
Catch retention or satisfaction risks early enough to act before the client raises them.
Take the lead on win-back conversations when a client signals they're thinking of leaving — diagnose the real issue, propose solutions, and advocate for keeping the relationship alive.
Collect and pass along client feedback that points to service gaps, process fixes, or expansion opportunities.
Help assistants stay aligned on tasks, expectations, and scheduling so they consistently deliver for the client.
Hold regular feedback conversations with assistants — coaching where there's room to grow, and representing their interests to leadership.
Watch for early signs of disengagement or flight risk in assistant performance, and act on them before they escalate.
Partner with the Assistant Leadership Team whenever a pairing needs to be reworked.
Triage and manage your daily ticket queue with responses that feel personal, not templated — clients should know there's a real person on the other end.
Keep HubSpot airtight — every interaction, issue, and resolution logged clearly enough for anyone on the team to pick up the thread.
Watch for recurring patterns in support issues and surface the root causes to leadership.
Bring in cross-functional partners (Operations, Finance, Engineering) for anything outside your lane.