Client Success Specialist

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

• A client emails in frustrated. You read it, call within 30 minutes, and lead by listening — asking enough questions to get past the surface complaint to the real one. Only then do you act.
• A client goes quiet. Rather than wait for a cancellation, you reach out first, check in, and figure out what changed — with a plan already forming before anyone has to ask you for one.
• Onboarding calls, check-ins, feedback sessions — all run without a reminder. Your calendar stays organized and nothing falls through.
• Your HubSpot notes are specific and useful — the kind a teammate could read cold and immediately understand what happened and what's next. No placeholder text.
• When a pairing starts to break down, you don't just note it and move on. You find out why, loop in leadership on a replacement, and handle the handoff so the client barely notices the bump.
• You check before you assume. You flag things outside your scope early. Every loop gets closed.
• Ninety days in, your manager has nothing to worry about on your accounts, because you've already surfaced anything they would have.

• Be honest with yourself before applying.
• Your default move on a ticket is to type a response, not make a call. This team doesn't operate email-first.
• You have under 2 years of client-facing support experience with US clients, with minimal exposure to escalations or account retention.
• You can't reliably work overlapping US hours or hold a consistent night shift schedule (10 PM–7 AM PHT).
• Graveyard or night shift work would be brand new to you.
• Juggling high ticket volume while still giving each client relationship real attention isn't something you're confident doing.
• Your written or spoken English isn't strong enough to confidently navigate a live client call or relay feedback to a teammate.
• You tend to wait for direction rather than take ownership of a problem yourself.
• Ambiguity or pressure tends to make you freeze up or disengage.
  
  

Client Relationship Ownership (Primary)

• 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.

Assistant Management and Advocacy

• 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.
  
  

Operational Execution

• 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.

• Experience helps, but how you operate matters more. We're looking for:
  • Solid client-facing experience in support, account management, or retention — US clients strongly preferred. You've worked escalations, owned ongoing relationships, and pulled at-risk accounts back from the edge.
  • A 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.
    
    

What Sets the Best Apart

• Bias toward action. A problem shows up, they move on it — no waiting around for a green light.
• Adaptability. Priorities shift, tickets spike, processes evolve — they roll with it without losing quality.
• Visible care. It comes through in the small things — a personalized reply, a follow-up nobody asked for, remembering details that matter. Clients and assistants notice.
• PLOW mindset. A core Magic value — when something blocks your path, you work through it rather than parking it or punting it to someone else.
• Relationship instinct. Fast trust-building with both clients and assistants, good judgment on when to push versus listen versus escalate, and the ability to keep things constructive even in tough 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

• Product & Skills Training: You'll learn the full client lifecycle, Magic's internal systems and tools, plus shadow experienced Client Success Specialists through live calls.
• Immersion Training: You take on live tickets, onboarding calls, and client interactions under supervision. Response time, resolution quality, and documentation accuracy are tracked from day one.
  
  

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

The Details

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

Before You Apply, Ask Yourself

• When a frustrated client ticket lands, is my instinct to call or to type a response?
• Do I have real client-facing experience with escalations, retention conversations, and account ownership — beyond general customer service?
• Can I commit to US time zone hours (10 PM–7 AM PHT), fully remote, without close supervision?
• Am I genuinely comfortable managing a full portfolio of client-assistant relationships alongside daily ticket load?
• Can I commit to 4 weeks of intensive training — assessments, mock calls, live client work included?
• When I hit a wall, do I push through it myself, or wait for someone to tell me what's next?
• Would former colleagues say I genuinely care — and could they name a specific moment that proved it?