Client & Virtual Assistant Success Lead

About Magic

Magic is a leading modern outsourcing platform that connects SMBs to high-quality remote workers, from SDRs to virtual assistants and more. 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.
 

Background
Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.

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

Why does this role exist?
As a Client & Virtual Assistant Success Lead, you'll be the vital link ensuring success on both sides of our client-VA partnerships. This role puts you at the center of creating win-win outcomes, where you'll:

• Coordinate success strategies for both clients and virtual assistants
• Lead direct video interactions with international clients to ensure their satisfaction
• Coach and develop virtual assistants to achieve peak performance
• Bridge communication between clients and VAs to prevent misunderstandings
• Build lasting partnerships that drive mutual success and growth
• Create pathways for both client expansion and assistant career development

This is perfect for someone who has proven VA experience with international clients, excels at ensuring everyone wins, loves developing others, and gets excited about coordinating success across multiple stakeholders.

Your Day-to-Day Impact:

Client Success Management

• Lead engaging video calls with international clients to understand their evolving needs
• Monitor client satisfaction and proactively address concerns before they escalate
• Coordinate solutions when clients face challenges with their virtual assistants
• Identify opportunities for clients to expand their VA services and grow their business
• Ensure smooth onboarding experiences that set clients up for long-term success
• Build strong client relationships focused on mutual growth and satisfaction

Virtual Assistant Success Development

• Coach and mentor a team of 5-8 virtual assistants to achieve exceptional performance
• Coordinate professional development plans that advance VA careers while meeting client needs
• Provide feedback and training to help VAs exceed client expectations
• Monitor VA satisfaction and address concerns about workload, client relationships, or career growth
• Facilitate skill development opportunities that benefit both VAs and their clients
• Track VA performance metrics and celebrate achievements

Success Coordination & Problem Resolution

• Bridge communication gaps when clients and VAs face misunderstandings
• Coordinate replacement processes when client-VA matches need adjustment
• Facilitate win-win solutions when conflicts arise between clients and virtual assistants
• Translate client business needs into actionable development plans for VAs
• Coordinate cross-training opportunities that benefit multiple clients and assistants
• Ensure both clients and VAs feel heard, valued, and successful in their partnerships

What Makes You a Perfect Fit:

We're on the lookout for someone who has:

• Proven EA/VA Experience - Demonstrated experience working as a Virtual Assistant or Executive Assistant for international clients (US/AU preferred)
• Client Success Experience - Proven ability to ensure client satisfaction and build lasting professional relationships
• Team Coordination Experience - Any experience coordinating, mentoring, or supporting other people in achieving their goals
• Excellent English Communication - Professional-level written and verbal English for executive interactions
• Success-Oriented Mindset - Understanding of what drives both client satisfaction and employee success

Your superpowers are...

• Win-Win Thinker - You always look for solutions that benefit everyone involved
• Success Coordinator - You excel at organizing people and processes for optimal outcomes
• Natural Facilitator - You help different stakeholders understand and support each other
• Growth Catalyst - You see opportunities for both clients and VAs to expand and improve
• Proactive Communicator - You anticipate needs and address issues before they become problems
• Empathetic Leader - You understand and care about success from multiple perspectives

What We Offer:

1. Starting Terms:

• Fixed monthly salary + allowances
• HMO coverage
• Paid Time Off
• 13th month pay
• Government benefits (SSS, PhilHealth, PAG-IBIG)
• 9 PM - 6 AM shift (subject to change)
• 2-week comprehensive training provided

2. Internal Growth Opportunities at Magic:

• As a startup focused on growth, we encourage internal mobility and skill development.
• Successful Account Leads often have opportunities to explore roles in: 
  • Team Management
  • Operations
  • Client Success
  • Training & Development
  • Project Management

Ready to Make an Impact? If you're an experienced VA excited about coordinating success for both clients and virtual assistants, passionate about developing win-win solutions, and eager to be the bridge that creates mutual success, we want to hear from you!