Client Experience Specialist (Night Shift)

About the role

Magic connects remote talent with fast-growing businesses; this is a post-sale, client-first role where you own a portfolio of client-assistant pairings and make sure they succeed from day one. The focus is on understanding what is going on, building trust and solving problems before they become churn, rather than just reading and replying to tickets. The shift is Monday to Friday, 10 PM to 7 AM PHT.

Key responsibilities

• Own a portfolio of client-assistant relationships, knowing their goals, workflows and the health of each pairing
• Lead onboarding sessions, 30-day check-ins and recurring follow-ups
• Advocate for assistants through coaching, feedback sessions and surfacing their needs to leadership
• Catch churn risk early and lead win-back conversations
• Triage 30+ tickets daily with fast, personalized responses
• Document every interaction in HubSpot
• Partner with Operations, Finance and Engineering on matters beyond your direct scope

Required profile

• 3+ years of client-facing experience in customer support, account management or retention; US clients strongly preferred
• Track record managing several active accounts at once without losing threads
• Fluent written and spoken English
• History of night-shift work (10 PM to 7 AM PHT)
• Proactive, solutions-driven approach

Required skills

• CRM tools, HubSpot preferred
• Live-call handling and coaching conversations

What we offer

• Gross package up to PHP 38,000 per month
• Night shift (10 PM to 7 AM PHT)
• Full 4-week training program included

The application process includes pre-qualifying questions, a 30-minute HR interview, a written case study, a second-level interview, a mock feedback call and a final interview with the Head of Sales, followed by the 4-week training.