[Hiring] Client Experience Specialist @Magic, Inc

Role Description

For over 10 years, Magic has connected top remote talent with fast-growing businesses — backed by Y Combinator and Sequoia Capital, with thousands of remote workers worldwide. When a client signs on and gets paired with a Magic assistant, someone has to make sure that relationship holds. That someone is you.

This is a post-sale, client-first role. You'll own a portfolio of client-assistant pairings and be responsible for their success from day one. Tickets come in — but reading and replying isn't the job. The job is understanding what's actually going on, picking up the phone, building trust, and solving problems before they become churn.

Shift: Monday–Friday, 10 PM–7 AM PHT. Training runs 4 weeks across two phases — Product & Skills (shadowing, live-call listening) then Immersion (live tickets and onboarding under supervision, KPIs measured from day one). Zero absences during training, documented medical emergencies only, 80%+ required on daily assessments and mock calls to continue.

Key Responsibilities

• Own a portfolio of client-assistant relationships — know their goals, workflows, and the health of each pairing
• Lead onboarding sessions, 30-day check-ins, and recurring follow-ups that keep clients and assistants aligned and thriving
• Advocate for assistants — coaching, feedback sessions, and surfacing their needs to internal leadership
• Catch churn risk before the client raises it, and lead the win-back conversation yourself
• Triage 30+ tickets daily with fast, personalized responses — clients should feel a human on the other end, never a template
• Document every interaction in HubSpot — clean, detailed, useful to anyone who picks up the record after you
• Partner across Operations, Finance, and Engineering on anything that goes beyond your direct scope

Qualifications

• 3+ years of client-facing experience in customer support, account management, or retention — US clients strongly preferred
• Proven track record managing multiple active relationships or accounts simultaneously without dropping threads
• Fluent written and verbal English — equally comfortable on a live escalation call or a coaching conversation with an assistant
• Reliable night-shift availability (10 PM–7 AM PHT) with a history of night-shift work in previous roles
• Proficiency with CRM tools, HubSpot preferred
• Proactive and solutions-driven — you anticipate problems and move on them before anyone has to ask

Requirements

• After 90 days, your manager isn't worried about your accounts — because you've already flagged what they would have flagged themselves.
• You ask before assuming, escalate early when something is beyond your scope, and close every loop.
• You've worked night shift before and know exactly what the pace feels like when US clients wake up and your queue fills fast.
• This isn't the role if you've never worked graveyard hours before, if managing a full client portfolio alongside daily ticket volume 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.

Application Process

• Application + Pre-Qualifying Questions
• HR Interview (30 min)
• Skill Assessment (Written Case Study)
• Second-Level Interview with Support Management
• Mock Feedback Call
• Final Interview with Head of Sales
• Job Offer
• 4-Week Training Program

Benefits

• Gross package up to ₱38,000/month
• Night shift (10 PM–7 AM PHT)
• Full training program included