Account Relationship Lead - Virtual Assistant Services - Philippines, Remote

About MagicMagic 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. We came out of Y Combinator in 2015, have grown to 1,000+ remote workers, and are backed by Sequoia Capital with over $30M in funding. BackgroundOur 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 ProfileKnow more about our Team via Magic's Careers PageWhy does this role exist As Magic grows, our clients depend on their virtual assistants to run smoothly — and those assistants need someone in their corner. You're that person. As an Account Relationship Lead (internally Account Lead), you're the bridge between our clients and their EA teams, making sure both sides thrive. When your assistants excel, clients stay. When clients stay, Magic grows. This role exists because great EAs don't just need a manager — they need a coach who leads from the front, solves problems before they escalate, and builds the kind of team environment where people do their best work. Our Hiring ProcessApplication + Pre-Qualifying QuestionsInterview with Talent Team (45 min)24-Hour Reflection Period — we ask you to seriously consider if this is the right time and opportunity for youFinal Interview with Operations TeamBackground Check + VettingJob Offer2-Week Training Program What Winning Looks LikeYou manage 15–20 EAs and your clients consistently report strong satisfaction scores with low escalationsYou catch performance issues before clients raise them — you already saw it coming and actedYour team members grow because you create development plans and actually follow throughYou handle difficult conversations with assistants and clients professionally and without delayYou adapt to feedback immediately and don't repeat the same mistakesYou keep clean, updated records on performance, client feedback, and team metrics at all timesYou don't wait for direction — you identify the problem, own it, and fix it Who This Role Is NOT ForYou're currently freelancing as a VA/EA and plan to keep those clients — exclusivity is non-negotiableYou mention 0–2 tools when asked about your tech stack — this role runs on 6+ platforms dailyYou need perfect instructions before you take actionYou've never completed anything with strict attendance or performance requirementsYou can't commit to the overnight shift (9 PM – 6 AM, Monday–Friday)You have major life events — weddings, moves, travel — during the 2-week training periodYou see feedback as personal criticism rather than coachingYou need more than 4 weeks to transition your current commitmentsYou have less than 2 years of hands-on VA or EA experience with international clientsYour Day-to-Day Impact:Leadership Team DevelopmentManage 15–20 virtual assistants across multiple clients simultaneouslyRun daily stand-ups and coach EAs in real-time when issues ariseBuild and execute personalized development plans for each team memberTrack performance metrics including response times, client satisfaction, and quality scoresJump in hands-on when clients need immediate support — you're a player-coach, not just a manager Client Success ManagementLead video calls with international clients (US, Australia) dailyPartner with clients to optimize EA workflows and stay ahead of their evolving needsManage smooth transitions during team changes, EA replacements, and client handovers (edited)Develop and maintain SOPs for key EA functions Operations ToolsMonitor performance across HubSpot, Slack, Discord, Cloudtalk, ChatGPT, Workspace, and Penthouse dailySupport client onboarding calls as needed and follow the handover SOP when accounts transition to a new AL (added)Flag billing discrepancies and relay client billing questions to the billing team — you coordinate, not calculate (added)Maintain clean, accurate records on all team and client activityUse technology proactively to solve problems and stay organizedScope note: Billing invoice calculations and elevated complexity accounts are supported by your AOM and the billing team. You're the first point of contact and coordinator — not the resolver.What Makes You a Perfect Fit:What You Bring2+ years of hands-on VA or EA experience with international clients (US/AU preferred)1+ years of client success, B2B relationship management, and team coordination experienceComfortable operating across 6+ platforms daily and excited — not stressed — about learning new toolsProfessional-level English, written and verbalProven track record completing strict programs — bootcamps, certifications, structured trainingFull availability for overnight shift and 2-week intensive traini