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,
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OtherTeam Lead
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? 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.
