Client Success Team Lead – Virtual Assistant Accounts

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Magic, Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

Magic is a frictionless way to plug in thoroughly vetted, cost-effective remote workers, to help scale your key business functions. Through a combination of automation and active work, we tap into our network of vetted remote workers who handle tasks from virtual assistance and customer service to sales lead generation and scheduling across various team members—like magic.

📋 Description

• Manage 15–20 virtual assistants across multiple clients simultaneously • Run daily stand-ups and coach EAs in real-time when issues arise • Build and execute personalized development plans for each team member • Track performance metrics including response times, client satisfaction, and quality scores • Jump in hands-on when clients need immediate support — you're a player-coach, not just a manager • Lead video calls with international clients (US, Australia) daily • Partner with clients to optimize EA workflows and stay ahead of their evolving needs • Manage smooth transitions during team changes, EA replacements, and client handovers • Support EA offboarding and account transition checklists when pairings end • Develop and maintain SOPs for key EA functions • Monitor performance across HubSpot, Slack, Discord, Cloudtalk, ChatGPT, Workspace, and Penthouse daily • Support client onboarding calls as needed and follow the handover SOP when accounts transition to a new Account Lead • Flag billing discrepancies and relay client billing questions to the billing team — you coordinate, not calculate • Submit a daily Account Lead Pulse (ALP) report following any internal note or escalation • Maintain clean, accurate records on all team and client activity • Use technology proactively to solve problems and stay organized

🎯 Requirements

• 2+ years of hands-on VA or EA experience with international clients (US/AU preferred) • 1+ years of client success, B2B relationship management, and team coordination experience • Comfortable operating across 6+ platforms daily and excited — not stressed — about learning new tools • Professional-level English, written and verbal • Proven track record completing strict programs — bootcamps, certifications, structured training • Full availability for overnight shift and 2-week intensive training with zero absences

🏖️ Benefits

• HMO coverage (after 6 months) • 12 vacation days + 10 sick days per year • 13th month pay • SSS, PhilHealth, PAG-IBIG • Desktop computer provided + full IT support • Paid Training