Support Specialist

Department: Support

Location: Philippines

Compensation: ₱32,000 - ₱38,000 / month

Description About Magic For over 10 years, Magic has connected top remote talent with fast-growing businesses — backed by Y Combinator and Sequoia Capital, with thousands of remote workers worldwide.

Role Overview You work closely with clients and their assistants to make sure the pairing actually works — onboarding, follow-ups, rapport, and the kind of ongoing support that makes both sides want to stay. You're the pairing's advocate.

Shift: Monday–Friday, 10 PM–7 AM PHT. Training runs 4 weeks across two phases — Product & Skills (shadowing, live-call listening) then Immersion (live tickets and onboarding under supervision, KPIs measured from day one). Zero absences during training, documented medical emergencies only, 80%+ required on daily assessments and mock calls to continue.

Key Responsibilities **- Build real relationships with clients — onboarding sessions, 30-day check-ins, recurring follow-ups that keep clients and assistants aligned

• Advocate for assistants — coaching, feedback sessions, and flagging their side to internal leadership

• Triage 50+ tickets daily with a first-response time under 4 hours — personalized, never templated

• Catch churn risk before the client mentions it, and start the win-back conversation yourself

• Document everything in HubSpot — clean, detailed, useful to the next person who opens the record

• Partner across Operations, Finance, and Engineering on the complex stuff** Qualifications & Technical 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, multiple active cases at once

• Fluent written and verbal English

• Reliable night-shift availability (10 PM–7 AM PHT) with a history of night-shift work

• Proficiency with CRM tools, HubSpot preferred

• Proactive and solution-oriented — you anticipate issues instead of waiting for them to land on your desk

Why You'll Be a Great Fit After 90 days, your manager stops worrying about your accounts — because you've already flagged what they would have. You ask questions before assuming, escalate early, and close the loop every time. You've worked night shift before and know exactly what the pace and pressure feel like when US clients wake up.

This isn't the role if you've never worked graveyard hours before, if 50+ tickets and 20 active cases sounds overwhelming rather than normal, if you go quiet under pressure instead of asking for help, or if you'd rather wait to be told what to fix than go find it yourself.

Application Process Application + Pre-Qualifying Questions → HR Interview (30 min) → Skill Assessment (Written Case Study) → Second-Level Interview with Support Management → Mock Feedback Call → Final Interview with Head of Sales → Job Offer → 4-Week Training Program

Compensation & Benefits Gross package ₱32,000–₱38,000/month, total potential ₱38,000–₱40,000/month · Night shift (10 PM–7 AM PHT) · Full training program included

Why Magic? We're ambitious, driven, and unapologetically the type to plow through obstacles instead of waiting for perfect conditions. Our work dynamic is genuinely different — dynamic, friendly conversations, zero politics, and no hierarchy standing in your way. You can talk to anyone, on any team, about anything, because we respect each other's time and actually like working together. Y Combinator and Sequoia-backed, thousands of remote workers strong, and growing.