Support Specialist

• Check out Magic's Business Profile
• Know more about our Team via Magic's Careers Page

• A frustrated client emails in. You read the ticket, pick up the phone within 30 minutes, and spend the first few minutes just listening. You probe until you understand the real issue, not just the surface complaint. Then you act.
• You notice a client has gone quiet. Instead of waiting for a cancellation request, you reach out, check in, and figure out what shifted. You are already working on a plan before your manager asks about it.
• You run onboarding calls, check-ins, and feedback sessions without being reminded. Your calendar is organized and your follow-through is airtight.
• Your HubSpot records are clean, detailed, and useful to anyone on the team. Not vague placeholders. Real notes that tell the story of what happened and what comes next.
• When a client-assistant pairing is not working, you do not just log it. You dig into why, work with leadership to find the right replacement, and manage the transition so the client barely feels it.
• You ask questions before making assumptions. You escalate early when something is beyond your scope. You close the loop every single time.
• After 90 days, your manager is not worried about your accounts because you have already flagged the things they would have flagged themselves.
  
  

• You see a ticket and your instinct is to type a reply, not pick up the phone. This is not an email-first team.
• You have less than 2 years of client-facing support experience with US clients, and little to no background in escalation handling or account retention.
• You cannot work overlapping hours in US time zones or commit consistently to a remote night shift schedule (10 PM to 7 AM PHT).
• You have never worked a graveyard or night shift before and this would be your first time.
• You are not comfortable managing high-volume support while also maintaining the quality of your client relationships.
• You struggle with written or verbal English and cannot confidently hold a live conversation with a client or relay feedback to an internal team.
• You avoid taking ownership of problems. You wait to be told what to do instead of figuring it out.
• You shut down under pressure or go quiet when things get complex and ambiguous.

Core Responsibilities

Client Relationship Ownership (Primary)

• Own a portfolio of client-assistant relationships. Know their goals, their workflows, and the health of their pairing.
• Respond to client inquiries with urgency. Read the ticket, then pick up the phone. Lead with empathy, probe deeply to understand the full picture, and take action.
• Run onboarding sessions for new clients and their assistants. Facilitate introduction calls when a client is being matched with a replacement assistant or adding a new assistant to their team. Set expectations, establish communication rhythms, and ensure both sides are set up for success from the first conversation.
• Conduct 30-day success check-ins and recurring follow-ups. Identify risks to satisfaction or retention early and act on them before the client has to ask.
• Lead win-back conversations when clients signal intent to churn. Understand what went wrong, present solutions, and fight to save the relationship.
• Gather and relay client feedback to identify opportunities for service improvements, process changes, or account expansion.
  
  

Assistant Management and Advocacy

• Support assistants with task alignment, performance expectations, and scheduling so they deliver on what the client needs.
• Conduct regular feedback sessions with assistants. Coach them on areas of growth and advocate for their needs to internal leadership.
• Monitor assistant performance and engagement. When you see signs of a performance dip or potential resignation, flag it and take action early.
• Collaborate with the Assistant Leadership Team to improve client-assistant pairings when a match is not working.
  
  

Operational Execution

• Manage and triage tickets daily while maintaining fast, personalized responses. Clients should feel a human on the other end, not a template.
• Maintain detailed, up-to-date records in HubSpot. Every interaction, issue, and resolution documented clearly enough that any teammate can pick up where you left off.
• Analyze support trends and recurring issues. Surface patterns and root causes to leadership so the team can improve, not just react.
• Partner with cross-functional teams (Operations, Finance, Engineering) to solve complex challenges that go beyond your direct scope.

What You Bring

• Experience matters, but how you show up matters more. Here is what we are looking for:
  • Proven client-facing customer support, account management, or retention experience, ideally with US-based clients. You have handled escalations, managed ongoing relationships, and retained accounts that were at risk.
  • A track record of managing multiple active relationships or accounts simultaneously without dropping threads.
  • Fluent written and verbal English. You write clearly and you are equally comfortable on a live call with a frustrated client or a coaching conversation with an assistant.
  • 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) and comfort working across multiple platforms daily.

What Sets the Best Apart

• Bias toward action. They see a problem and they move. They do not wait for permission to pick up the phone or start solving.
• Adaptability. Processes change. Priorities shift. Tickets come in waves. They adjust without losing momentum or quality.
• Visible care. You can see it in how they personalize a response, how they follow up without being asked, how they remember the details. Their clients and assistants feel it.
• PLOW mindset. This is a core Magic value. When you hit an obstacle, you figure out a way through it. You do not park it, pass it off, or wait for someone else to solve it.
• Relationship instincts. They build trust fast, with clients and assistants. They know when to push, when to listen, and when to escalate. They keep relationships positive even through difficult conversations.
  
  

Where This Role Can Go

Our Hiring Process

1. Application + Pre-Qualifying Questions
2. HR Interview (30 to 45 minutes)
3. Skill Assessment: Written Case Study (submitted before next stage)
4. Second-Level Interview with Support Management
5. Mock Feedback Call (guide provided in advance)
6. Final Interview with Head of Sales: experience and scenario-based questions
7. Job Offer + 4-Week Training Program

Reality of the role

• Schedule: Monday to Friday, 10 PM to 7 AM PHT
• Zero absences allowed (medical emergencies only, with documentation)
• You must score 80% or higher on daily assessments, mock calls, and immersion KPIs to continue
• Training requires full focus, consistent attendance, professionalism, and proactive engagement
  
  

The Details

• Location: Fully remote, work from your preferred location
• Schedule: Monday to Friday or Tuesday to Saturday, 9 PM to 6 AM or 10 PM to 7 AM PHT
• Salary: Php 32,000 to 38,000 per month
  
  

Before You Apply, Ask Yourself

• When I see a frustrated client ticket, is my first instinct to call them or to type a reply?
• Do I have proven client-facing experience handling escalations, retention conversations, and account ownership, not just general customer service?
• Can I reliably work US timezone hours (10 PM to 7 AM PHT) on a fully remote schedule without supervision?
• Am I comfortable managing 50+ client-assistant relationships while handling a daily volume of tickets at the same time?
• Am I willing to commit to 4 weeks of intensive training, including assessments, mock calls, and live client interactions?
• When I hit an obstacle, do I figure out a way through it or do I wait for someone to tell me what to do?
• Do people I have worked with say that I genuinely care, and can they point to specific moments that showed it?