Client Relations Specialist

Department: Support

Employment Type: Full Time

Location: Philippines

Reporting To: Andrea Santisteban

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

Description

• Check out Magic's Business Profile
• Know more about our Team via Magic's Careers Page

• A client emails in frustrated. You read it, call within 30 minutes, and lead by listening — asking enough questions to get past the surface complaint to the real one. Only then do you act.
• A client goes quiet. Rather than wait for a cancellation, you reach out first, check in, and figure out what changed — with a plan already forming before anyone has to ask you for one.
• Onboarding calls, check-ins, feedback sessions — all run without a reminder. Your calendar stays organized and nothing falls through.
• Your HubSpot notes are specific and useful — the kind a teammate could read cold and immediately understand what happened and what's next. No placeholder text.
• When a pairing starts to break down, you don't just note it and move on. You find out why, loop in leadership on a replacement, and handle the handoff so the client barely notices the bump.
• You check before you assume. You flag things outside your scope early. Every loop gets closed.
• Ninety days in, your manager has nothing to worry about on your accounts — because you've already surfaced anything they would have.
  
  

• Your default move on a ticket is to type a response, not make a call. This team doesn't operate email-first.
• You have under 2 years of client-facing support experience with US clients, with minimal exposure to escalations or account retention.
• You can't reliably work overlapping US hours or hold a consistent night shift schedule (10 PM–7 AM PHT).
• Graveyard or night shift work would be brand new to you.
• Juggling high ticket volume while still giving each client relationship real attention isn't something you're confident doing.
• Your written or spoken English isn't strong enough to confidently navigate a live client call or relay feedback to a teammate.
• You tend to wait for direction rather than take ownership of a problem yourself.
• Ambiguity or pressure tends to make you freeze up or disengage.
  
  

Core Responsibilities

• Hold a portfolio of client-assistant pairings — understand each one's goals, day-to-day workflow, and overall relationship health.
• Treat every inbound inquiry with urgency. Read it, then call. Lead with empathy, dig past the surface, and follow through with action.
• Run onboarding for new clients and assistants, and lead introduction calls whenever a client gets a replacement or additional assistant — setting the tone and communication cadence from call one.
• Own 30-day success check-ins and ongoing follow-ups. Catch retention or satisfaction risks early enough to act before the client raises them.
• Take the lead on win-back conversations when a client signals they're thinking of leaving — diagnose the real issue, propose solutions, and advocate for keeping the relationship alive.
• Collect and pass along client feedback that points to service gaps, process fixes, or expansion opportunities.
  
  

• Help assistants stay aligned on tasks, expectations, and scheduling so they consistently deliver for the client.
• Hold regular feedback conversations with assistants — coaching where there's room to grow, and representing their interests to leadership.
• Watch for early signs of disengagement or flight risk in assistant performance, and act on them before they escalate.
• Partner with the Assistant Leadership Team whenever a pairing needs to be reworked.
  
  

• Triage and manage your daily ticket queue with responses that feel personal, not templated — clients should know there's a real person on the other end.
• Keep HubSpot airtight — every interaction, issue, and resolution logged clearly enough for anyone on the team to pick up the thread.
• Watch for recurring patterns in support issues and surface the root causes to leadership.
• Bring in cross-functional partners (Operations, Finance, Engineering) for anything outside your lane.
  
  

What You Bring

• Experience helps, but how you operate matters more. We're looking for:
  
  
  • Solid client-facing experience in relations, support, account management, or retention — US clients strongly preferred. You've worked escalations, owned ongoing relationships, and pulled at-risk accounts back from the edge.
  • A demonstrated ability to juggle multiple active relationships or accounts at once without losing track of any of them.
  • Strong written and spoken English — equally at home on a tense client call or a developmental conversation with an assistant.
  • Consistent availability for night shift: 10 PM–7 AM PHT, with prior night shift experience required.
  • Comfort with CRM tools (HubSpot preferred) and working across several platforms day to day.
    
    

• Bias toward action. A problem shows up, they move on it — no waiting around for a green light.
• Adaptability. Priorities shift, tickets spike, processes evolve — they roll with it without losing quality.
• Visible care. It comes through in the small things — a personalized reply, a follow-up nobody asked for, remembering details that matter. Clients and assistants notice.
• PLOW mindset. A core Magic value — when something blocks your path, you work through it rather than parking it or punting it to someone else.
• Relationship instinct. Fast trust-building with both clients and assistants, good judgment on when to push versus listen versus escalate, and the ability to keep things constructive even in tough conversations.
  
  

1. Application + Pre-Qualifying Questions
2. HR Interview (30 to 45 minutes)
3. Skill Assessment: Written Case Study (submitted before next stage)
4. Second-Level Interview with Support Management
5. Mock Feedback Call (guide provided in advance)
6. Final Interview with Head of Sales: experience and scenario-based questions
7. Job Offer + 4-Week Training Program

Reality of the role

• Product & Skills Training: You'll learn the full client lifecycle, Magic's internal systems and tools, plus shadow experienced Client Success Specialists through live calls.
• Immersion Training: You take on live tickets, onboarding calls, and client interactions under supervision. Response time, resolution quality, and documentation accuracy are tracked from day one.
  
  

• Schedule: Monday–Friday, 10 PM–7 AM PHT
• Zero absences allowed (medical emergencies only, with documentation)
• 80% or higher required on daily assessments, mock calls, and immersion KPIs to continue
• Full focus, consistent attendance, professionalism, and proactive engagement required

• Location: Fully remote, work from your preferred location
• Schedule: Monday–Friday or Tuesday–Saturday, 9 PM–6 AM or 10 PM–7 AM PHT
• Salary: ₱32,000–38,000/month

• When a frustrated client ticket lands, is my instinct to call or to type a response?
• Do I have real client-facing experience with escalations, retention conversations, and account ownership — beyond general customer service?
• Can I commit to US time zone hours (10 PM–7 AM PHT), fully remote, without close supervision?
• Am I genuinely comfortable managing a full portfolio of client-assistant relationships alongside daily ticket load?
• Can I commit to 4 weeks of intensive training — assessments, mock calls, live client work included?
• When I hit a wall, do I push through it myself, or wait for someone to tell me what's next?
• Would former colleagues say I genuinely care — and could they name a specific moment that proved it?