VA Team Lead – B2B Accounts

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

📋 Description

• Drive Results: Take ownership of your team's performance metrics from start to finish. You will be responsible for CSAT scores, productivity levels, client retention, and maintaining quality standards.

• Develop People: Elevate good assistants to exceptional ones through focused coaching, skills enhancement, and performance management.

• Execute Flawlessly: Convert strategic objectives into actionable daily tasks. You will ensure operational stability, proactively troubleshoot issues, collaborate cross-functionally with other departments, and foster seamless client-assistant relationships that enhance retention and satisfaction.

• Own team KPIs comprehensively: Oversee, analyze, and influence daily, weekly, and monthly performance metrics including CSAT, quality scores, productivity rates, adherence, attendance, and client satisfaction scores.

• Conduct data-driven performance reviews: Evaluate individual and team performance trends, identify underlying causes of performance gaps, and implement targeted strategies for improvement.

• Set clear performance expectations: Define measurable goals that align with client needs and company standards; ensure team members are held accountable for achieving or surpassing these objectives.

• Create and implement performance improvement plans (PIPs): When performance does not meet standards, design structured improvement plans with specific milestones, regular check-ins, and documented progress.

• Lead daily/weekly team huddles: Discuss priorities, celebrate achievements, address challenges, and ensure team alignment on goals and key deliverables.

⛳️ Requirements

• Supervisory/Team Leadership Experience: At least 1 year of direct experience in people management or team leadership, with a proven ability to coach, develop, and hold team members accountable for their performance (experience managing remote teams is strongly preferred).

• BPO/Outsourcing/Customer Service/Virtual Assistant Background: Minimum of 2 years in customer service, call center operations, BPO, or virtual assistant management roles—familiarity with the dynamics and challenges of client-facing remote work is essential.

• Performance Management Experience: Proven track record in managing KPIs, conducting performance reviews, implementing improvement plans, and driving measurable performance enhancements across a team.

• Account Management or Client Services: Experience in managing client relationships, addressing escalations, and ensuring client satisfaction within a service delivery environment.

• Quality Assurance Background: Knowledge of QA processes, call/ticket monitoring, scoring rubrics, and providing coaching based on quality evaluations.

• Metrics & Analytics Proficiency: Strong grasp of key performance indicators (CSAT, NPS, AHT, FCR, quality scores, adherence, productivity rates) and the ability to analyze data to inform decisions.

• CRM & Productivity Tools: Comfortable utilizing 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: Capable of generating clear performance reports, documenting coaching sessions, maintaining team records, and effectively communicating insights to leadership.

• Tech Savvy: Quick to adapt to new software platforms and digital tools; capable of troubleshooting basic technical issues and guiding team members through system challenges.

• AI & Automation Comfortable: Willing to leverage AI tools for performance tracking, quality monitoring, and productivity enhancement (training on specific tools will be provided).

🏝️ Benefits

• Competitive Rate: ₱45,000 - ₱47,000 USD/hour as an independent contractor.

• Performance-Based Growth: High performers have clear pathways to Senior Success Coach, Operations Manager, or specialized coaching roles (Quality, Training, Workforce Management).

• Meaningful Impact: Your contributions directly affect assistant career trajectories and client business success—you will witness the tangible outcomes of your coaching daily.

• Ownership & Influence: As a coach managing your own team, you have genuine autonomy to shape team culture, implement enhancements, and achieve results your way.

• 100% Remote: Work from any location with reliable internet—no commuting or office politics involved.

• High Autonomy: While you will have weekly check-ins with your manager, you are empowered to lead your team independently on a day-to-day basis.

• Collaborative Culture: Join a team of fellow coaches who exchange best practices, support each other, and celebrate successes together.

• AI-Powered Tools: Gain access to state-of-the-art AI and automation tools that enhance coaching effectiveness and provide actionable insights.

• Supportive Leadership: Collaborate with Customer Success Managers who genuinely care about your success and offer mentorship, resources, and growth opportunities.

• Fast-Growing Company: Magic has rapidly expanded 10x and is scaling quickly—your career can evolve alongside our growth.