Support Specialist
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Job Description
Support Specialist helping Magic, a Y Combinator- and Sequoia-backed remote talent company, retain clients and assistants. Managing onboarding, high-volume tickets, follow-ups, and churn prevention.
Responsibilities:
- Build relationships with clients through onboarding sessions, 30-day check-ins, and recurring follow-ups
- Advocate for assistants through coaching, feedback sessions, and escalation to internal leadership
- Triage 50+ tickets daily while maintaining a first-response time under 4 hours
- Identify churn risk and initiate win-back conversations
- Document client and assistant interactions in HubSpot
- Partner with Operations, Finance, and Engineering on complex issues
- Complete a 4-week training program covering product and skills shadowing, live-call listening, live tickets, and supervised onboarding
- Report to Andrea Santisteban
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 and multiple active cases at once
- Fluent written and verbal English
- Reliable night-shift availability from 10 PM–7 AM PHT, with a history of night-shift work
- Proficiency with CRM tools; HubSpot preferred
- Proactive and solution-oriented approach
- No absences during the 4-week training program, except documented medical emergencies
- 80%+ required on daily assessments and mock calls to continue training
- Ability to handle 50+ tickets and 20 active cases
- Written case study, mock feedback call, and interview stages required in the application process
Benefits:
- Gross package ₱32,000–₱38,000/month
- Total potential ₱38,000–₱40,000/month
- Full training program included
- Fully remote work
- Dynamic, friendly conversations
- Zero politics and no hierarchy standing in your way
- Access to colleagues across teams
- Work at a Y Combinator- and Sequoia-backed company
- Night shift schedule: 10 PM–7 AM PHT
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