Support Specialist

Magic, Inc; Taguig; On-site; PHP 357,000 - 424,000; Full time

Job summary

Magic, Inc. is seeking a Support Specialist in the Philippines to work with US clients, ensuring smooth onboarding, ongoing support, and strong rapport with assistants.

The role requires handling a high volume of tickets and maintaining nightly shift coverage to match US business hours. You will collaborate with the client teams and training programs, within a full-time night-shift schedule, to deliver consistent, high-quality service and measurable KPIs.

Qualifications

• 3+ years of client-facing customer support or account management experience, ideally with US clients.
• Proven experience managing high-volume support with 30+ tickets daily and multiple active cases.
• Fluent written and verbal English.
• Reliable night-shift availability (10 PM–7 AM PHT) with history of night shifts.
• Proficiency with CRM tools; HubSpot preferred.

Responsibilities

• Onboard clients and ensure ongoing support and rapport.
• Act as advocate for the pairing between clients and assistants.
• Handle 30+ tickets daily across multiple active cases.
• Work night shift (10 PM–7 AM PHT) and maintain KPIs.
• Collaborate with internal teams to resolve issues and improve service.

Skills

Client-facing support

Night shift availability

English proficiency

High-volume ticket management

Proactive problem solving

Tools

HubSpot

Job description

Support Specialist

Department: Support

Employment Type: Full Time

Location: Philippines

Reporting To: Andrea Santisteban

Compensation: ₱32,000 - ₱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.

You work closely with clients and their assistants to make sure the pairing actually works — onboarding, follow-ups, rapport, and the kind of ongoing support that makes both sides want to stay. You're the pairing's advocate.

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.

Qualifications & Technical Requirements

• 3+ years of client-facing customer support, account management, or retention experience, ideally with US clients
• Proven experience managing high-volume support — 30+ tickets daily, multiple active cases at once
• Fluent written and verbal English
• Reliable night-shift availability (10 PM–7 AM PHT) with a history of night-shift work
• Proficiency with CRM tools, HubSpot preferred
• Proactive and solution-oriented — you anticipate issues instead of waiting for them to land on your desk

After 90 days, your manager stops worrying about your accounts — because you've already flagged what they would have. You ask questions before assuming, elevate early, and close the loop every time. You've worked night shift before and know exactly what the pace and pressure feel like when US clients wake up.

This isn't the role if you've never worked graveyard hours before, if 50+ tickets and 20 active cases sounds overwhelming rather than normal, if you go quiet under pressure instead of asking for help, or if you'd rather wait to be told what to fix than go find it yourself.

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.