Support Specialist
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Job Description
Client Experience Specialist managing post-sale relationships between clients and assistants. Ensuring successful interactions and addressing any issues that arise.
Responsibilities:
- 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.
- 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.
- Gather and relay client feedback to identify opportunities for service improvements, process changes, or account expansion.
Requirements:
- Proven client-facing experience handling escalations, retention conversations, and account ownership
- Ability to reliably work US timezone hours (10 PM to 7 AM PHT) on a fully remote schedule without supervision
- Comfort managing 50+ client-assistant relationships while handling a daily volume of tickets
- Willingness to commit to 4 weeks of intensive training, including assessments, mock calls, and live client interactions
- Fluent written and verbal English
Benefits:
- Training Reality
- Your first 4 weeks are split into two phases:
- Product and Skills Training: You will learn the full client lifecycle, Magic's internal processes, and tools. This includes active call listening and shadowing with experienced Client Experience Specialists.
- Immersion Training: You handle live tickets, onboarding sessions, and client interactions with supervision. KPIs like response time, resolution quality, and documentation accuracy are measured from day one.
- 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
- Fully remote, work from your preferred location
- Salary: Php 32,000 to 38,000 per month
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