Support Specialist

About the role

Magic is looking for a Support Specialist to work night shifts, partnering with clients and their assistants to ensure successful collaborations. You will handle onboarding, follow‑ups, and ongoing support to keep both sides engaged.

Key responsibilities

• Build and maintain relationships with clients through onboarding sessions, 30‑day check‑ins and regular follow‑ups.
• Advocate for assistants by providing coaching, feedback and escalating issues to internal leadership.
• Tri­age 50+ tickets daily, delivering first responses within four hours and avoiding templated replies.
• Identify churn risk early and initiate win‑back conversations.
• Document all interactions in HubSpot with clear, detailed notes.
• Collaborate with Operations, Finance and Engineering on complex cases.

Required profile

• 3+ years of client‑facing support, account management or retention experience, preferably with US clients.
• Proven ability to manage high‑volume support (30+ tickets daily) and multiple active cases.
• Reliable night‑shift availability (10 PM–7 AM PHT) and prior experience working graveyard hours.
• Strong written and verbal English communication skills.

Required skills

• Proficiency with CRM tools, preferably HubSpot.
• Solution‑oriented mindset with proactive issue anticipation.

What we offer

• Gross monthly package of ₱32,000–₱38,000 (potential up to ₱40,000).
• Full four‑week training program covering product knowledge and live ticket handling.
• Dynamic, flat‑hierarchy work environment backed by Y Combinator and Sequoia Capital.