Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage a portfolio of client-assistant relationships by understanding their objectives, workflows, and the status of their partnership.

• Address client inquiries promptly. Carefully read the ticket, then make a phone call. Approach with empathy, ask insightful questions to grasp the complete situation, and take necessary actions.

• Conduct onboarding sessions for new clients and their assistants. Organize introduction calls when a client is matched with a replacement assistant or when adding a new assistant to their team.

• Perform 30-day success check-ins and regular follow-ups. Proactively identify any risks to client satisfaction or retention and address them before the client needs to intervene.

• Collect and communicate client feedback to discover opportunities for enhancing service, modifying processes, or expanding accounts.

⛳️ Requirements

• Demonstrable experience in client-facing roles, managing escalations, retention discussions, and account management.

• Ability to effectively work during US timezone hours (10 PM to 7 AM PHT) on a fully remote schedule with minimal supervision.

• Comfortable managing over 50 client-assistant relationships while processing a daily volume of tickets.

• Willingness to engage in 4 weeks of comprehensive training, which includes assessments, mock calls, and real client interactions.

• Proficient in both written and spoken English.

🏝️ Benefits

• Training Reality

• Your initial 4 weeks are divided into two phases:

• Product and Skills Training: You'll gain knowledge on the entire client lifecycle, as well as Magic's internal processes and tools. This phase includes active call listening and shadowing experienced Client Experience Specialists.

• Immersion Training: You will manage live tickets, conduct onboarding sessions, and interact with clients under supervision. Key performance indicators such as response time, resolution quality, and documentation accuracy are evaluated from day one.

• Schedule: Monday to Friday, 10 PM to 7 AM PHT.

• No absences permitted (except for medical emergencies, with documentation).

• To continue, you must achieve a score of 80% or higher on daily assessments, mock calls, and immersion KPIs.

• Training demands full concentration, consistent attendance, professionalism, and proactive participation.

• Fully remote, allowing you to work from your chosen location.

• Salary: Php 32,000 to 38,000 per month.