Client Account Specialist

Category: Customer Support

Headquarters: Taguig, Metro Manila, Philippines

URL: http://getmagic.com

Client Account Specialist

Department: Support

Employment Type: Full Time

Location: Philippines

Reporting To: Andrea Santisteban

Compensation: ₱38,000 / month

Description

For over 10 years, Magic has connected top remote talent with fast-growing businesses — backed by Y Combinator and Sequoia Capital, with thousands of remote workers worldwide.

When a business brings on a Magic assistant, the relationship doesn't run itself. That's where you come in.

This is a post-sale, account-first role. You'll carry a book of client-assistant pairings and be accountable for how well each one works — from day one of onboarding through every milestone after. Inbound requests will come in, but fielding requests isn't the core of the job. The core is knowing your accounts well enough that you can spot what's about to go wrong before it does, get on a call, and fix it.

Shift: Monday–Friday, 10 PM–7 AM PHT. Training runs 4 weeks across two phases — Product & Skills (shadowing, live-call listening) then Immersion (live tickets and onboarding under supervision, KPIs measured from day one). Zero absences during training, documented medical emergencies only, 80%+ required on daily assessments and mock calls to continue.

Key Responsibilities

Manage a portfolio of client accounts — track the health of each pairing, flag risks early, and keep every relationship on track

Lead onboarding sessions, 30-day account reviews, and recurring check-ins that keep clients and their assistants aligned

Advocate for assistants internally — coaching conversations, feedback loops, and surfacing what they need to leadership

Own retention conversations — identify accounts at risk and lead win-back efforts before the client decides to leave

Handle 30+ inbound account requests daily with fast, personalized responses that reflect actual knowledge of that account

Maintain clean, detailed HubSpot records for every client interaction — useful to anyone who touches the account after you

Coordinate across Operations, Finance, and Engineering when an account issue goes beyond your direct scope

Qualifications & Technical Requirements

• 3+ years of client-facing experience in account management, account support, or B2B customer success — US accounts strongly preferred
• Demonstrated ability to manage multiple active client accounts simultaneously without losing thread or detail
• Fluent written and verbal English — equally sharp in a written account update and a live escalation call
• Reliable night-shift availability (10 PM–7 AM PHT) with documented history of night-shift work
• CRM proficiency, HubSpot preferred
• Proactive by default — you identify account risks and act on them before anyone has to ask

After 90 days, your accounts run smoothly not because nothing went wrong — but because you caught the problems early and handled them. You know your client portfolio without having to look everything up. You're as comfortable on a direct call with a frustrated client as you are writing a clear, concise account note at 3 AM. You've worked night shift before, and you know how to pace yourself through a shift that gets busy fast when US business hours kick in.

This isn't the role if you've never managed a real account portfolio before, if "account ownership" means something different to you than being personally responsible for how each relationship turns out, or if your default is to wait for issues to escalate before you move.

Application + Pre-Qualifying Questions → HR Interview (30 min) → Skill Assessment (Written Case Study) → Second-Level Interview with Support Management → Mock Feedback Call → Final Interview with Head of Sales → Job Offer → 4-Week Training Program

Compensation & Benefits

Gross package ₱32,000–₱38,000/month, total potential ₱38,000–₱40,000/month · Night shift (10 PM–7 AM PHT) · Full training program included

We're ambitious, driven, and unapologetically the type to plow through obstacles instead of waiting for perfect conditions. Our work dynamic is genuinely different — dynamic, friendly conversations, zero politics, and no hierarchy standing in your way. You can talk to anyone, on any team, about anything, because we respect each other's time and actually like working together. Y Combinator and Sequoia-backed, thousands of remote workers strong, and growing.

To apply: https://weworkremotely.com/remote-jobs/magic-inc-client-account-specialist