Client Retention Lead | Full-time, Remote

Application Deadline: 31 December 2025

Department: Magic EA

Employment Type: Full Time

Location: Philippines

Compensation: ₱38,000 - ₱42,000 / month

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.

Why does this role exist?

As a Client Retention Lead (internally New Gen Account Lead), you'll be at the forefront of revolutionizing virtual assistance services. This role puts you in the driver's seat of client and team success, where you'll:

• Lead direct video interactions with international clients
• Coach and develop a high-performing team of virtual assistants
• Shape the future of our proprietary software through hands-on testing
• Build lasting partnerships with clients across global markets
• Create pathways for assistant growth and development

This is perfect for someone who thrives on direct client interaction, loves developing others, and gets excited about being part of cutting-edge technology development.

Client Partnership Magic

• Lead engaging video calls with international clients.
• Guide new clients and assistants through smooth onboarding experiences.
• Handle support matters with a solutions-first approach.
• Turn client feedback into actionable improvements.
• Build strong, lasting client relationships through proactive communication.

Team Development Mastery

• Coach assistants to deliver exceptional services
• Create personalized growth plans for team members
• Foster a culture of knowledge sharing and innovation
• Track and celebrate performance wins
• Turn challenges into learning opportunities

Tech & Innovation Leadership

• Test-drive new features in our proprietary software
• Provide strategic feedback for product enhancement
• Create and optimize standard operating procedures
• Pioneer new ways of delivering value to clients

We're on the lookout for someone who has:

• 1-2 years of leadership experience in BPO/customer service environment
• 1-2 years of client-facing account management experience
• Proven track record in team development and coaching
• Strong English communication skills (written and verbal)
• Experience in performance management and metrics tracking
• Background in virtual team management (preferred)

Your superpowers are...

• Exceptional problem-solving abilities
• Strong emotional intelligence and empathy
• Advanced organizational and multitasking skills
• Ability to thrive in fast-paced environments
• Excellent documentation and process improvement skills
• Proactive communication style
• Adaptability and resilience
• Tech-savvy with quick platform adoption skills

You should apply if...

• You're passionate about developing others and seeing them succeed
• You thrive in dynamic environments with changing priorities
• You have a natural talent for building relationships
• You're solutions-oriented and take ownership of outcomes
• You believe in continuous improvement and innovation
• You're excited about working in a remote-first environment

What to expect:

• Work-from-home setup: Fully remote position with required home office setup
• Salary range: Php 38,000 - Php 42,000 a month
• Full training and onboarding support
• Opportunities for career growth and development

Application Process:

1. Complete pre-qualifying questions
2. Interview with Recruiting Team
3. Final interview with Operations Team
4. Receive job offer
5. Begin training program

Disclaimer: This job description is subject to change as the product evolves. This may not be inclusive of all assigned duties, responsibilities, or aspects of the job described.