Support Specialist

Magic

11h•$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 client relationship position responsible for owning a portfolio of client-assistant pairings and ensuring their success. The primary intake channel is tickets, but the core job involves understanding client needs, building trust, and proactively solving problems to prevent churn. The ultimate goal is client success, with the assistant being the product. This role requires a blend of reactive support and proactive relationship management, with an opportunity to help build the proactive side of the business.

Requirements

Proven client-facing customer support, account management, or retention experience, ideally with US-based clients.
Experience handling escalations, managing ongoing relationships, and retaining at-risk accounts.
Track record of managing multiple active relationships or accounts simultaneously without dropping threads.
Fluent written and verbal English.
Reliable availability for night shift hours: 10 PM to 7 AM PHT, with a history of night shift work in previous roles.
Proficiency with CRM tools (HubSpot preferred).
Comfort working across multiple platforms daily.
Ability to manage 50+ client-assistant relationships while handling a daily volume of tickets.
Willingness to commit to 4 weeks of intensive training, including assessments, mock calls, and live client interactions.

Nice To Haves

Less than 2 years of client-facing support experience with US clients.
Little to no background in escalation handling or account retention.
Cannot work overlapping hours in US time zones or commit consistently to a remote night shift schedule (10 PM to 7 AM PHT).
Never worked a graveyard or night shift before and this would be your first time.
Not comfortable managing high-volume support while also maintaining the quality of client relationships.
Struggle with written or verbal English and cannot confidently hold a live conversation with a client or relay feedback to an internal team.
Avoid taking ownership of problems.
Wait to be told what to do instead of figuring it out.
Shut down under pressure or go quiet when things get complex and ambiguous.

Responsibilities

Own a portfolio of client-assistant relationships, understanding their goals, workflows, and pairing health.
Respond to client inquiries with urgency, prioritizing phone calls over immediate replies to understand the full picture and take action.
Lead onboarding sessions for new clients and their assistants, setting expectations and communication rhythms.
Facilitate introduction calls for new or replacement assistants.
Conduct 30-day success check-ins and recurring follow-ups to identify and address risks early.
Lead win-back conversations with clients signaling intent to churn.
Gather and relay client feedback to identify service improvement opportunities.
Support assistants with task alignment, performance expectations, and scheduling.
Conduct regular feedback sessions with assistants, coaching them on growth areas and advocating for their needs.
Monitor assistant performance and engagement, flagging and acting on dips or potential resignations.
Collaborate with the Assistant Leadership Team to improve client-assistant pairings.
Manage and triage tickets daily with fast, personalized responses.
Maintain detailed and up-to-date records in HubSpot.
Analyze support trends and recurring issues to surface patterns and root causes to leadership.
Partner with cross-functional teams (Operations, Finance, Engineering) to solve complex challenges.