Magic is a leading modern outsourcing platform that connects SMBs to high-quality remote workers, from SDRs to virtual assistants and more. With roots in Silicon Valley, and backing from top venture capitalists, our workers are supercharged with a combination of the latest AI technology and training.
Background
Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.
The primary role of the Client Onboarding & Retention Specialist (known as Support Specialist internally) is to work closely with clients and their assistants to ensure a successful user experience. This includes initial onboarding, post-onboarding follow-ups, developing rapport & relationship with clients and assistants. Serving as the pairing’s advocate, and providing continued support that will improve the client and assistants' relationship with Magic.
Our Hiring Process
Application + Pre-Qualifying Questions
HR Interview (30-45 mins)
Skill Assessment — Written Case Study (submitted before next stage)
Second-Level Interview with Support Management
Mock Feedback Call (guide provided in advance)
Final Interview with Head of Sales — experience & scenario based questions
Job Offer + 4-Week Training Program
What Winning Looks Like
You respond to all client and assistant inquiries within 2 hours and manage 30+ tickets daily without errors or dropped threads.
You spot a potential churn risk before the client mentions it — and you've already started a win-back conversation.
You handle a heated client complaint professionally, loop in the right people, and close the ticket the same day.
You run onboarding sessions, check-in calls, and feedback meetings with clients and assistants without being reminded.
Your HubSpot records are clean, detailed, and useful to your teammates — not vague placeholders.
You ask questions before making assumptions. You escalate early. You close the loop every time.
After 90 days, your manager doesn't worry about your accounts — because you've already flagged the things they would have flagged themselves.
Who This Role Is NOT For Be honest with yourself before applying.
You have less than 3 years of client-facing customer support experience — and little to no background in escalation handling or account retention.
You cannot work overlapping hours in US time zones or commit consistently to remote work schedules.
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, including 50+ tickets daily and 20 active cases simultaneously.
You struggle with written or verbal English communication and cannot confidently engage with clients or internal teams.
You avoid taking ownership of issues or rely on others to follow up instead of proactively solving problems.
You shut down under pressure or go quiet when things get complex and ambiguous.
You are not comfortable learning new tools or processes quickly and independently in a fast-paced, dynamic environment.
Core Responsibilities
Client Relationship Management
Build and maintain strong relationships with clients, developing a deep understanding of their goals, workflows, and challenges.
Conduct onboarding sessions, 30-day success check-ins, and recurring follow-ups to ensure clients and assistants are aligned and thriving.
Facilitate client-assistant workshops to improve collaboration, communication, and task execution.
Gather and analyze client feedback to identify opportunities for process improvements, service enhancements, or potential expansion.
Proactively identify and resolve risks to client satisfaction or retention before issues escalate — including win-back efforts when clients signal intent to churn.
Assistant Support & Advocacy
Support assistants in task management, schedules, and performance expectations, ensuring alignment with client goals. Conduct regular feedback sessions with assistants, coaching for growth, and advocating on their behalf to internal leadership teams.
Monitor assistant performance and engagement, proactively addressing challenges to minimize resignations or performance dips.
Collaborate with the Assistant Leadership Team to refine client-assistant pairings and improve overall success metrics.
Operational Excellence
Manage and triage 50+ tickets daily while maintaining a first response time under 4 hours — responses must be personalized, not templated, to ensure clients feel the human touch of support.
Maintain detailed and up-to-date records in HubSpot, documenting all client and assistant interactions, issues, and resolutions.
Analyze support trends and recurring issues to provide actionable insights for leadership and cross-functional teams.
Ensure all support processes, recurring meetings, and handoffs are executed consistently and efficiently to drive client satisfaction.
Proactive Engagement & Continuous Improvement
Anticipate client and assistant needs, suggesting solutions or improvements before problems arise.
Partner with cross-functional teams (Operations, Finance, Engineering) to address complex challenges and optimize client-assistant experiences.
Lead initiatives to improve internal processes, documentation, and training materials based on observed gaps or trends.
What You Bring
At least 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 simultaneously).
Fluent written and verbal English — you write clearly and communicate professionally with both clients and internal teams.
Reliable availability for night shift hours: 10 PM – 7 AM PHT, with a history of night shift work in previous roles.
Proficiency with CRM tools (HubSpot preferred) and comfort operating across multiple platforms daily.
You are proactive and solution-oriented, anticipating issues before they arise and taking ownership of complex client or assistant challenges.
You are skilled at building relationships and providing constructive feedback, balancing empathy with accountability for both clients and assistants.
Your superpowers are...
The people who thrived in this role were not the most credentialed — they were the most resilient. Here's what set them apart:
Proactive Problem-Solving — you spot client or assistant challenges before they escalate and take action to prevent issues.
Relationship Builder — you create trust quickly with clients and assistants, maintaining strong, ongoing engagement across multiple touchpoints.
Operational Precision — you manage high volumes of tickets and active cases without errors, keeping all documentation up-to-date and clear.
Data-Driven Insight — you identify patterns, trends, and root causes in client and assistant interactions, turning them into actionable improvements.
Empathetic Advocacy — you balance understanding and accountability, resolving conflicts with clients or assistants while keeping relationships positive.
Adaptable Execution — you thrive in fast-paced, shifting environments, adjusting priorities quickly without losing momentum or quality.
Night Shift Ready — Night shift is not new to you. The schedule, the pace, the pressure of being the first line of defense when US clients wake up — you have been in that environment and you know what it takes.
