Support Specialist

Application Deadline: 31 December 2024

Department: Support

Employment Type: Full Time

Location: Philippines

Compensation: ₱35,000 - ₱42,000 / month

DescriptionAbout MagicWe are a leading modern outsourcing platform that connects SMBs to high-quality remote Executive Assistants. With roots in Silicon Valley, and backing from top venture capitalists, our workers are supercharged with a combination of the latest AI technology and training.\n

Why this role exists
The Support Specialist plays a vital role as the bridge between Magic's clients and their remote Executive Assistants, ensuring exceptional service delivery and relationship success. This position is crucial for maintaining high client satisfaction by providing comprehensive support throughout the customer journey, from initial onboarding to ongoing relationship management. As a Support Specialist, you'll be instrumental in fostering strong partnerships while driving client and assistant success through proactive support and strategic guidance.

Key ResponsibilitiesClient Relationship Excellence\nDevelop a deep understanding of client needs and provide tailored solutions through email, chat, phone, and virtual meetings\nGuide clients through onboarding and the first 30-day success journey\nFacilitate regular client x assistant workshops and recurring meetings\nTrain clients on product features and best practices\nHelp clients establish and track clear KPIs for their assistants\nImplement proactive churn prevention and win-back strategies\nAssistant Success Management\nSupport assistants with task-related concerns and performance alignment\nConduct feedback sessions and advocate for assistant growth\nCollaborate with Assistant Leadership Team to provide guidance\nImplement retention strategies to prevent turnover\nMonitor assistant performance against established KPIs\nOperational Management\nProcess and manage 50+ daily support tickets with <4 hour response time\nHandle 40-80 active cases simultaneously\nMaintain detailed documentation in HubSpot\nCoordinate introductory calls and onboarding sessions\nSchedule and facilitate recurring client check-ins and support meetings\nStrategic Support & Analysis\nIdentify trends and patterns in support issues\nProvide actionable insights to leadership\nCollaborate with cross-functional teams on process improvements\nDevelop and implement proactive solutions to prevent potential issues\nTrack and analyze customer lifecycle metrics\n\n
Measure of Success\n\nMaintain CSAT scores of 90-95% or higher\nAchieve first response time under 4 hours for all tickets\nSuccessfully manage 50+ daily tickets while handling 40-80 active cases\nDrive high retention rates for both clients and assistants\nMeet established client and assistant KPI targets\n

Skills, Knowledge and ExpertiseRequired Experience\nMinimum 3 years of customer service experience in client-facing roles\nBPO industry experience strongly preferred\nProven track record managing high-volume support tickets\nProficiency with CRM systems (particularly HubSpot) and G-Suite\nAdvanced skills in spreadsheet and presentation software\nStrong experience in relationship management across diverse industries\nYour superpowers are...\nExpert listening and communication skills\nStrong conflict resolution abilities\nData-driven decision making\nExceptional problem-solving capabilities\nHigh emotional intelligence and empathy\nProactive issue identification and resolution\nStrategic thinking and analytical skills\nStrong organizational and time management abilities\nProficiency with online collaboration tools\nYou should apply if...\nYou thrive in dynamic, fast-paced startup environments\nYou're passionate about delivering exceptional customer experiences\nYou have a growth mindset and continuously seek improvement\nYou excel in remote work environments and written communication\nYou're highly reliable with a \