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?
An B2B Team Lead (Success Coach) sits at the intersection of people leadership, operational excellence, and client satisfaction. You're not just managing a team—you're building a high-performing unit that consistently delivers exceptional results for our most valued clients.

Your core accountability: Results, people, and execution.

This role exists because great assistants don't just happen—they're developed. Client satisfaction doesn't maintain itself—it's protected daily. Performance targets don't hit themselves—they're driven through consistent coaching, proactive problem-solving, and relentless focus on execution.

You'll be responsible for a team of 8-15 top-tier virtual assistants handling key client accounts in the Magic ecosystem. Your mission is threefold:

Drive Results: Own your team's performance metrics end-to-end. You're accountable for CSAT scores, productivity levels, client retention, and quality standards.
Develop People: Transform good assistants into exceptional ones through targeted coaching, skills development, and performance management.
Execute Flawlessly: Translate strategic goals into daily actions. You'll maintain operational stability, troubleshoot issues before they escalate, coordinate cross-functionally with other departments, and ensure seamless client-assistant relationships that drive retention and satisfaction.

This isn't a passive oversight role. You're a working coach who's hands-on with your team's day-to-day performance while strategically planning for long-term success. You're the first line of defense for quality issues and the primary driver of team performance improvements.

Core Responsibilities:

1. Performance Management & Results Ownership

Own team KPIs end-to-end: Monitor, analyze, and drive daily/weekly/monthly performance metrics including CSAT, quality scores, productivity rates, adherence, attendance, and client satisfaction scores
Conduct data-driven performance reviews: Analyze individual and team performance trends, identify root causes of performance gaps, and implement targeted improvement strategies
Set clear performance expectations: Establish measurable goals aligned with client requirements and company standards; hold team members accountable for meeting or exceeding these targets
Create and execute performance improvement plans (PIPs): When performance falls below standards, develop structured improvement plans with clear milestones, regular check-ins, and documented progress
Lead daily/weekly team huddles: Review priorities, celebrate wins, address blockers, and ensure team alignment on goals and key deliverables
Track and report on team metrics: Prepare weekly performance reports for senior management, highlighting achievements, risks, and action plans

2. Team Coaching & Development

Conduct weekly 1:1 coaching sessions: Meet with each team member individually to provide feedback, discuss performance, identify development needs, and build strong coaching relationships
Deliver real-time coaching: Provide in-the-moment feedback on assistant performance, helping them course-correct quickly and reinforcing best practices
Identify and address skill gaps: Assess individual and team competencies; partner with training teams to upskill assistants in areas like communication, problem-solving, client management, and technical skills
Build individualized development plans: Work with each assistant to create career growth roadmaps aligned with their goals and company needs
Shadow and monitor calls/tickets: Listen to customer interactions, review work quality, and provide constructive coaching to improve performance
Conduct call calibration sessions: Review customer interactions with your team to ensure quality standards are met and facilitate peer learning
Facilitate skill-building workshops: Host team training sessions on soft skills, process improvements, and best practices based on identified needs
Foster a high-performance culture: Create an environment where excellence is expected, feedback is welcomed, and continuous improvement is the norm

3. Client Relationship Management & Satisfaction

Serve as the primary point of contact for quality and performance concerns: Act as the escalation point for clients regarding assistant performance, quickly addressing issues, and implementing solutions
Facilitate smooth client-assistant onboarding: Ensure new assistant placements are properly introduced, trained on client-specific requirements, and set up for success from day one
Proactively monitor client satisfaction: Regularly check in with clients (or coordinate with CSMs) to gather feedback, address concerns before they escalate, and identify opportunities to exceed expectations
Manage client feedback loops: Collect, document, and act on client feedback; translate client needs into actionable coaching points for your team
Coordinate assistant replacements when needed: When fit isn't right, work with matching teams to facilitate smooth transitions that maintain client satisfaction
Recognize and facilitate additional client needs: Identify opportunities for clients to expand services or leverage additional assistant capabilities; collaborate with sales/CSM teams on growth opportunities

4. Operational Excellence & Problem-Solving

Maintain operational stability: Ensure consistent, reliable service delivery by managing schedules, monitoring adherence, and addressing attendance issues proactively
Troubleshoot technical and operational issues: Serve as first-line support for software problems, process breakdowns, and system issues; escalate to appropriate teams when needed
Coordinate with cross-functional departments: Partner with Matching, Training, Technical Support, HR, and Finance teams to resolve assistant or client-related issues efficiently
Manage escalations effectively: When issues arise, take ownership of resolution—coordinating across teams, communicating with stakeholders, and following through until resolved
Optimize team processes: Continuously identify inefficiencies in workflows and implement improvements that increase productivity without sacrificing quality
Address attendance and engagement issues: Proactively manage time-off requests, address tardiness/absences, and implement strategies to improve team engagement and reduce idle time
Document issues and solutions: Maintain detailed records of performance issues, client feedback, and problem resolutions to inform future decisions and identify patterns

5. Strategic Planning & Continuous Improvement

Develop strategies to hit goals and improve performance: Analyze data to identify trends, diagnose problems, and implement targeted interventions that move the needle on key metrics
Lead continuous improvement initiatives: Champion process improvements, efficiency gains, and quality enhancements based on data analysis and team feedback
Stay ahead of potential issues: Use early warning indicators to predict and prevent problems before they impact clients or team performance

What Winning Looks Like:

Month 1: Foundation & Learning

You've built trust-based relationships with each team member through comprehensive 1:1s and shadowing sessions
You understand your client accounts deeply—their business models, pain points, expectations, and success metrics
You've completed onboarding, learned internal systems and tools, and established your coaching rhythm

Month 3: Ownership & Impact

Your team consistently meets or exceeds core KPIs (CSAT, quality scores, productivity)
You're independently managing performance issues and coaching your team to higher standards
Attendance and engagement issues have visibly improved under your leadership
Clients are providing positive feedback about team performance and responsiveness

Month 6: Excellence & Strategic Leadership

Your team is a top performer across all key metrics—a benchmark for other teams
You've developed high-potential assistants who are ready for more complex client assignments or leadership roles
Client retention in your portfolio is strong; clients are actively requesting to expand their team sizes

Success Indicators Throughout:

You own outcomes, not just activities. When metrics dip, you don't make excuses—you analyze root causes, develop solutions, and drive improvements.
You develop your people. Your assistants visibly grow under your leadership—they're more confident, more skilled, and more engaged than when they started.
You protect the client experience. Issues are resolved quickly, quality is consistently high, and clients trust your team to deliver.
You're proactive, not reactive. You spot trends early, address small issues before they become big problems, and stay ahead of potential risks.
You communicate clearly and frequently. Your team always knows where they stand, what's expected, and how they're performing. Clients and leadership are kept informed without needing to chase you for updates.
You foster accountability. Your team members take ownership of their work because you've built a culture where performance matters and excellence is recognized.
You're a problem-solver, not a problem-identifier. When you bring issues to leadership, you also bring potential solutions and recommendations.

Who This Role is NOT For:

You're looking for a "management" title without the daily coaching grind. This role is 80% coaching and 20% administration. If you don't genuinely enjoy developing people and giving regular feedback, this isn't the right fit.
You need highly structured processes with little ambiguity. While we have SOPs and frameworks, every client and assistant is different. You'll need to adapt your approach, make judgment calls, and navigate grey areas independently.
You avoid difficult conversations. Performance management means having tough discussions about underperformance, behavior issues, and sometimes making decisions about fit.
You wait to be told what to do. We need coaches who see problems and solve them, who identify opportunities and seize them, who take initiative without being prompted.
You're uncomfortable with data and metrics. This role is driven by numbers—CSAT scores, quality audits, productivity rates, and adherence.
You prefer to work alone rather than collaborate. You'll be coordinating with CSMs, Success Coaches, Training teams, Technical Support, and more.
You need constant validation or hand-holding. We provide support and guidance, but you're expected to work autonomously between weekly check-ins with your manager.
You resist feedback or believe you've "figured it out." The best coaches are coachable themselves—open to feedback, willing to try new approaches, and committed to continuous learning.
You see this as a stepping stone, not a destination. While there's growth potential, we're looking for someone who genuinely wants to excel at coaching and team leadership, not someone just passing through to their "real" goal.

Experience Requirements:

Supervisory/Team Leadership Experience: Minimum 1 year of direct people management or team leadership experience, with proven ability to coach, develop, and hold team members accountable for performance (remote team management strongly preferred)
BPO/Outsourcing/Customer Service/Virtual Assistant Background: At least 2 years in customer service, call center operations, BPO, or virtual assistant management roles—you understand the rhythm and challenges of client-facing remote work
Performance Management Experience: Demonstrated experience managing KPIs, conducting performance reviews, implementing improvement plans, and driving measurable performance improvements across a team
Account Management or Client Services: Experience managing client relationships, addressing escalations, and ensuring client satisfaction in a service delivery environment
Quality Assurance Background: Familiarity with QA processes, call/ticket monitoring, scoring rubrics, and providing coaching based on quality audits

Technical Requirements:

Metrics & Analytics Proficiency: Strong understanding of key performance indicators (CSAT, NPS, AHT, FCR, quality scores, adherence, productivity rates) and ability to analyze data to drive decisions
CRM & Productivity Tools: Comfortable working with CRM systems (e.g., HubSpot, Salesforce, Zendesk), project management tools (Monday.com, Asana, ClickUp), communication platforms (Slack, Microsoft Teams), and call center technologies
Reporting & Documentation Skills: Ability to create clear performance reports, document coaching sessions, maintain team records, and communicate insights to leadership effectively
Tech Savvy: Quick to learn new software platforms and digital tools; comfortable troubleshooting basic technical issues and guiding team members through system challenges
AI & Automation Comfortable: Open to leveraging AI tools for performance tracking, quality monitoring, and productivity enhancement (we'll provide training on specific tools)

Skills & Competencies:

Coaching Excellence: You know how to give feedback that motivates rather than discourages. You tailor your coaching style to individual needs.
Performance-Driven Mindset: You're energized by hitting targets and driving continuous improvement.
Communication Mastery: You communicate clearly across all channels—written, verbal, and visual. You can simplify complex concepts, deliver difficult messages with empathy, and keep stakeholders informed without overwhelming them.
Emotional Intelligence: You read people well—understanding motivations, managing emotions (yours and others'), building rapport, and navigating interpersonal dynamics with grace.
Problem-Solving & Critical Thinking: You don't just react to issues—you diagnose root causes, evaluate options, and implement sustainable solutions.
High Autonomy & Self-Management: You manage your time effectively, prioritize competing demands, and drive results without needing constant oversight.
Adaptability & Resilience: You thrive in fast-paced environments where priorities shift.
Detail-Oriented with Big-Picture Awareness: You catch small quality issues before they become big problems, while also understanding how your team's performance fits into broader company goals.
Integrity & Accountability: You model the behavior you expect from your team. You own mistakes, follow through on commitments, and operate with honesty and transparency.
Conflict Resolution: You handle interpersonal conflicts professionally, mediate disputes fairly, and create solutions that preserve relationships while addressing the underlying issues.

Nice-to-Haves:

Previous experience coaching or managing virtual assistants, executive assistants, or remote customer service teams
Background in workforce management (scheduling, capacity planning, forecasting)
Experience with remote work performance tracking tools (Time Doctor, Hubstaff, etc.)
Experience managing multi-client portfolios or teams supporting diverse industries
Coaching certifications or formal training in performance management techniques
Experience scaling teams or building team performance from the ground up
Previous startup or high-growth company experience where you wore multiple hats

Key Time Zone & Schedule Requirements:

Work Schedule: Monday-Friday, 10:00 PM - 7:00 AM Philippine Time (PHT), aligned with US business hours. This is an overnight schedule to support real-time coaching and client escalations during US working hours.
Availability: Must be flexible for occasional evening/weekend coverage during critical client needs, team emergencies, or special projects. Advance notice provided when possible.
Real-Time Presence: This role requires being available during assistant working hours to provide live coaching, handle escalations, and monitor performance in real-time.
Start Date: Immediate availability preferred; maximum 2-weeks' notice.

Equipment Requirements (Self-Provided):

Computer/laptop meeting company specifications
Reliable high-speed internet connection (minimum 50 Mbps download/10 Mbps upload)
Professional headset for clear communication during training sessions
Quiet, distraction-free work environment
Backup power/internet solution for uninterrupted training delivery

Traits of a Top Performer in This Role:

Player-Coach Mentality: You're not above the work. You'll roll up your sleeves to help your team when they're overwhelmed, model the behavior you expect, and lead by example.
High Standards, High Empathy: You expect excellence from your team, but you balance high standards with genuine care for their growth and well-being.
Bias Toward Action: When you see a problem, you act. You don't wait for perfect information or permission.
Growth Mindset: You believe people can improve with the right coaching and support.
Calm Under Pressure: When crises hit (and they will), you stay composed.
Data-Informed, Not Data-Paralyzed: You let metrics guide your decisions, but you don't lose sight of the humans behind the numbers.
Resourceful & Scrappy: You find solutions with the resources available.
Feedback-Hungry: You actively seek input from your manager, peers, clients, and team members.
Ownership Mindset: Your team's wins are your wins; their struggles are yours to solve.
Long-Term Thinking: You're not just putting out today's fires—you're building systems and developing people that create sustainable, long-term performance improvements.

Magic

VA Team Lead for B2B Accounts

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