Night-Shift Client Retention Specialist

Magic; Taguig; On-site; PHP 386,000 - 462,000; Full time

Benefits offered by this job

Night shift schedule

Full training program included

Job summary

Magic in the Philippines is seeking a retention-focused specialist to own a portfolio of client–assistant relationships and drive ongoing engagement with US-based clients. You’ll spot churn signals, perform tough conversations, and secure long-term relationships through proactive outreach and strategic follow-ups.

Shift is nights (10 PM–7 AM PHT) with a four-week training program, succeeding in a fast-paced, high-ownership role.

Qualifications

• 3+ years of client-facing experience in retention or account management.
• Proven ability to manage multiple active client relationships without losing threads.
• Fluent written and verbal English with escalation call experience.
• Reliable night-shift availability (10 PM–7 AM PHT) with prior night work history.
• Proficiency with CRM tools, HubSpot preferred.
• Proactive and solutions-oriented mindset.

Responsibilities

• Own a portfolio of client–assistant relationships and monitor health metrics.
• Prevent churn by spotting early signals and acting before issues escalate.
• Lead win-back and escalation conversations on live calls with empathy.
• Drive client success through onboarding, 30‑day check-ins, and follow-ups.
• Advocate for assistants via coaching and feedback to leadership.
• Triage 30+ tickets daily with fast, personalized responses.
• Document every interaction in HubSpot for traceability.
• Partner with Operations, Finance, and Engineering on cross-functional needs.

Skills

Client relationship management

Retention / churn prevention

Multitasking

US client experience

Tools

HubSpot (CRM)

Ticketing systems

Job description

Magic in the Philippines is seeking a retention-focused specialist to own a portfolio of client–assistant relationships and drive ongoing engagement with US-based clients. You’ll spot churn signals, perform tough conversations, and secure long-term relationships through proactive outreach and strategic follow-ups.

Shift is nights (10 PM–7 AM PHT) with a four-week training program, succeeding in a fast-paced, high-ownership role.