VA Team Lead – B2B Accounts
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Job Description
B2B Team Lead (Success Coach) role managing virtual assistants for Magic. Focus on results, coaching, and client satisfaction in a rapidly growing environment.
Responsibilities:
- Drive Results: Own your team's performance metrics end-to-end. You're accountable for CSAT scores, productivity levels, client retention, and quality standards.
- Develop People: Transform good assistants into exceptional ones through targeted coaching, skills development, and performance management.
- Execute Flawlessly: Translate strategic goals into daily actions. You'll maintain operational stability, troubleshoot issues before they escalate, coordinate cross-functionally with other departments, and ensure seamless client-assistant relationships that drive retention and satisfaction.
- Own team KPIs end-to-end: Monitor, analyze, and drive daily/weekly/monthly performance metrics including CSAT, quality scores, productivity rates, adherence, attendance, and client satisfaction scores.
- Conduct data-driven performance reviews: Analyze individual and team performance trends, identify root causes of performance gaps, and implement targeted improvement strategies.
- Set clear performance expectations: Establish measurable goals aligned with client requirements and company standards; hold team members accountable for meeting or exceeding these targets.
- Create and execute performance improvement plans (PIPs): When performance falls below standards, develop structured improvement plans with clear milestones, regular check-ins, and documented progress.
- Lead daily/weekly team huddles: Review priorities, celebrate wins, address blockers, and ensure team alignment on goals and key deliverables.
Requirements:
- Supervisory/Team Leadership Experience: Minimum 1 year of direct people management or team leadership experience, with proven ability to coach, develop, and hold team members accountable for performance (remote team management strongly preferred)
- BPO/Outsourcing/Customer Service/Virtual Assistant Background: At least 2 years in customer service, call center operations, BPO, or virtual assistant management roles—you understand the rhythm and challenges of client-facing remote work
- Performance Management Experience: Demonstrated experience managing KPIs, conducting performance reviews, implementing improvement plans, and driving measurable performance improvements across a team
- Account Management or Client Services: Experience managing client relationships, addressing escalations, and ensuring client satisfaction in a service delivery environment
- Quality Assurance Background: Familiarity with QA processes, call/ticket monitoring, scoring rubrics, and providing coaching based on quality audits
- Metrics & Analytics Proficiency: Strong understanding of key performance indicators (CSAT, NPS, AHT, FCR, quality scores, adherence, productivity rates) and ability to analyze data to drive decisions
- CRM & Productivity Tools: Comfortable working with CRM systems (e.g., HubSpot, Salesforce, Zendesk), project management tools (Monday.com, Asana, ClickUp), communication platforms (Slack, Microsoft Teams), and call center technologies
- Reporting & Documentation Skills: Ability to create clear performance reports, document coaching sessions, maintain team records, and communicate insights to leadership effectively
- Tech Savvy: Quick to learn new software platforms and digital tools; comfortable troubleshooting basic technical issues and guiding team members through system challenges
- AI & Automation Comfortable: Open to leveraging AI tools for performance tracking, quality monitoring, and productivity enhancement (we'll provide training on specific tools)
Benefits:
- Competitive Rate: ₱45,000 - ₱47,000 USD/hour as an independent contractor
- Performance-Based Growth: Proven high performers have clear pathways to Senior Success Coach, Operations Manager, or specialized coaching roles (Quality, Training, Workforce Management)
- Meaningful Impact: Your work directly influences assistant career trajectories and client business success—you'll see the tangible results of your coaching daily
- Ownership & Influence: As a coach managing your own team, you have real autonomy to shape team culture, implement improvements, and drive results your way
- 100% Remote: Work from anywhere with reliable internet—no commute, no office politics
- High Autonomy: Weekly check-ins with your manager, but day-to-day, you're empowered to lead your team as you see fit
- Collaborative Culture: Join a team of fellow coaches who share best practices, support each other, and celebrate wins together
- AI-Powered Tools: Access cutting-edge AI and automation tools that make coaching more effective and give you insights you can act on
- Supportive Leadership: Work with Customer Success Managers who care about your success and provide mentorship, resources, and growth opportunities
- Fast-Growing Company: Magic has grown 10x and is scaling rapidly—your career can grow with us.
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