operational Team LeadMagic

About Magic
Magic is a frictionless way to plug in thoroughly vetted, cost-effective remote workers, to help scale your key business functions. Through a combination of automation and active work, we tap into our network of vetted remote workers who handle tasks from virtual assistance and customer service to sales lead generation and scheduling across various team members-like magic.
TL;DR: Forget the job boards, or marketplaces, and let us handle the vetting process so you'll only interact with the best, and most reliable remote workers, every time.
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 this role exists
Reporting to the Assistant Operations Manager, You will oversee, coach, brainstorm and strategize with the team. You will also be handling VIP clients and have an opportunity to work on projects at the very beginning stage. You will ensure that onboarded clients of Magic will have a smooth transition of business services by assisting in client engagements by (What + How + Why).
What are your responsibilities:
Coaching team in real time
Advance the skill set of new and current workforce (assistants)
You will brainstorm and strategize with the team in the live
You will guide and execute strategies based on the client's expectations and preferences
You will anticipate and prevent risks that will threaten the client experience
You will recommend load balancing strategies among client/POC
You will ensure that standard operating procedures are known and followed
You are responsible to catch errors and incorrect details and record them
You will assign and balance tasks among assistants and address concerns (pay, schedule, role, etc) and coordinate with APM accordingly about miscellaneous issues
You will ensure a proper handoff between assistant churns and recommend if more or fewer assistants are needed or if a role should be hired for
You will ensure all urgent and important information (e.g. escalations) is emphasized and update the PM/APM in a timely manner about service mistakes and any notable incidents
You will be responsible to check assistants' attendance and maintain assistants' masterlist
Requirements
Required Experience
Experience Required - At least 3 years experience in a customer centric function, handling B2B clients, in a team lead/supervisory capacity
Leadership experience of at least 5 years with at least 10 direct/2nd level reports
Knowledge in BPO processes, specifically inbound calls, customer service and preferably handling escalations
Tool/systems proficiency: - Intermediate proficiency of use in reporting tools such as SQL
Education required: Bachelor's degree/ College level
Your superpowers are...
Data Analysis
Coaching
Strong Leadership Skills
Keen to details
Problem-solving skills
You should apply if...
You are highly reliable with a GSD mindset despite external circumstances. You say what you mean and do what you say. You are consistent and take ownership in situations, large or small.
You are hyper-organized.
You are Proactive, see potential problems before they happen, and aren't afraid to speak up/challenge the status quo.
You are an over-communicator.
You thrive in a remote work environment. Fully remote work is not for everyone; it requires the ability to quickly pick up online tools, get familiar with our tech stack (G-Drive, Slack, and a variety of modern communications systems), and the ability to communicate (and often over-communicate) well in writing.
You love learning new things. Whether you learn best through reading, listening, doing, or exploring, you're perpetually curious about the world and work around you and always trying to level up your personal and professional life through self-directed learning.
Magic

Taguig City, Metro Manila
₱460,000-520,000 per year
Permanent
Full-time