Support Specialist

Magic

1d•$32,000 - $40,000•Remote

About The Position

Magic has connected top remote talent with fast-growing businesses for over 10 years, backed by Y Combinator and Sequoia Capital, with thousands of remote workers worldwide. This role involves working closely with clients and their assistants to ensure successful pairings by providing onboarding, follow-ups, building rapport, and offering ongoing support. The Support Specialist acts as the advocate for the pairing. The shift is Monday–Friday, 10 PM–7 AM PHT. Training spans 4 weeks across two phases: Product & Skills (shadowing, live-call listening) and Immersion (live tickets and supervised onboarding, with KPIs measured from day one). Zero absences are permitted during training, except for documented medical emergencies. An 80%+ score on daily assessments and mock calls is required to continue.

Requirements

3+ years of client-facing customer support, account management, or retention experience, ideally with US clients
Proven experience managing high-volume support — 30+ tickets daily, multiple active cases at once
Fluent written and verbal English
Reliable night-shift availability (10 PM–7 AM PHT) with a history of night-shift work
Proficiency with CRM tools, HubSpot preferred
Proactive and solution-oriented — you anticipate issues instead of waiting for them to land on your desk
Experience working night shift and understanding the pace and pressure when US clients wake up

Nice To Haves

After 90 days, your manager stops worrying about your accounts — because you've already flagged what they would have.
You ask questions before assuming, escalate early, and close the loop every time.
If 50+ tickets and 20 active cases sounds overwhelming rather than normal, if you go quiet under pressure instead of asking for help, or if you'd rather wait to be told what to fix than go find it yourself.

Responsibilities

Build real relationships with clients — onboarding sessions, 30-day check-ins, recurring follow-ups that keep clients and assistants aligned
Advocate for assistants — coaching, feedback sessions, and flagging their side to internal leadership
Triage 50+ tickets daily with a first-response time under 4 hours — personalized, never templated
Catch churn risk before the client mentions it, and start the win-back conversation yourself
Document everything in HubSpot — clean, detailed, useful to the next person who opens the record
Partner across Operations, Finance, and Engineering on the complex stuff