Team Lead

Team Lead

Department: Classic Ops

Employment Type: Full Time

Location: Philippines

Compensation: ₱28,000 – ₱30,000 / month

Description

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?

The Team Lead serves as the pivotal leader for their assigned shift, responsible for maintaining exceptional service quality, fostering team growth, managing client relations, and ensuring financial accuracy. The Team Lead is instrumental in coaching the team, overseeing client satisfaction, and handling live operational issues. The role requires a proactive, problem-solving mindset and the ability to work collaboratively with the Assistant Operations Manager and other team members to drive continuous improvement.

The Impact you’ll make

Leadership & Coaching

• Serve as the clear leader of the shift, maintaining a presence that is both attentive and proactive.
  • Stepping in to support Creative Solutions Assistants or other pod leads when necessary, due to lack of coverage or unusually high demand
  • As agreed upon with your Assistant Operations Manager, Pod Lead syncs are scheduled and focused on improving service quality
  • Reports Creative Solutions Assistant attendance
  • Reports Creative Solutions Assistant feedback to Assistant Operations Manager with details on performance and specific instances utilizing the necessary means
• Foster an environment conducive to growth for new and existing team members.
  • Coach team members in real-time to ensure top service quality
  • Texts sent to clients are appropriate and accurate, including cost of goods, stalls, and updates
  • Brainstorming and strategizing with team in the live
  • Guidance with execution strategies based on the client’s expectations and preferences
  • Catching errors and incorrect details and recording them
  • Anticipate and prevent risks that will threaten the client experience
  • Standard operating procedures are known and followed
  • Advance the skillset of new and current work force
  • Communicate regularly with the team, inspiring confidence and developing their strengths
• Advance team skillsets and ensure seamless handoffs between shifts.
  • Information is properly transferred to the next shift’s pod lead
  • Urgent and important information (e.g. escalations) is emphasized

• Resolve significant problems such as service escalations, fraud, and HR concerns, ensuring timely reporting and resolution.
  • All escalations that the pod lead is aware of are labeled and addressed
  • All escalations that the pod lead is aware of must be addressed in a timely manner by the Pod Lead, addressed by a capable team member handling the escalation with the Pod Lead’s guidance, addressed by another team (e.g. Finance), or addressed by a supervisor
• Oversee the preparation of load status reports and the communication of service mistakes and notable incidents.
  • Updates Assistant Operations Manager with a load status report
  • Update Assistant Operations Manager about service mistakes
  • Updates Assistant Operations Manager in a timely manner about any notable incidents. Notable incidents include, but are not limited to:
    • Fraud
    • Loss on COGS
    • Escalations, poor client experiences, and support tickets
    • Important requests that are at risk
    • Software bugs should be reported to Engineers (CC; your Assistant Operations Manager)
    • Vendor escalations post Vendor Relations Support Ticket in appropriate channel; CC your Assistant Operations Manager)
    • HR concerns within the team (also bring up to HR team)

• Distributing and balancing tasks among team members
• Verifying that all task managers (TMs) meet quality standards and are approved before the shift ends
• Making sure no TMs remain unapproved at shift end
• Ensuring that all external tasks have corresponding internal tasks by shift end
• Confirming there are no unaddressed requests by shift end
• Unassigning all TMs from your shift for the incoming team
• Facilitating the handoff of ongoing requests to the next shift’s Creative Solutions Assistant or Pod Lead
• Supervising the CC’s assistance during the shift

• Monitor and strategize to maintain client satisfaction and health
• Anticipate and mitigate risks to client experience
• Ensure all communication with clients is accurate and meets company standards

• Oversee accurate financial transactions within the pod.
  • Cost of goods, charges
  • Declined weekly bill users are not worked on unless approved by Assistant Operations Manager
  • Accurate vendor payments
• Ensure compliance with billing and payment procedures

• Collaborate with the Assistant Operations Manager on initiatives to enhance key performance metrics
• Contribute to project implementation and adapt to meet goals
• Participate in Team Lead syncs as scheduled and provide detailed feedback on team performance
• See through project implementation
• Flexible and will do what it takes to reach a goal

Required Experience

• 1-3 years of leadership or supervisory experience in customer service, virtual assistance, or similar remote team environments
• Experience managing remote teams preferred
• Proficient in task management software and financial transaction processes
• Previous experience in virtual assistant, customer service, or client-facing roles highly valued
• WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
  • Internet speed of at least 40MBPS
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

• 
  Strong communication skills, with a background in delivering clear reports and feedback to both team members and upper management
• Understanding of financial tasks like handling bills, processing payments, and managing budgets to maintain accurate team finances
• Knowledgeable about quality expectations and skilled in making sure that the team’s work meets these standards

• You excel at managing high-pressure situations and resolving team conflicts, consider applying. Your ability to mentor and encourage growth within a team could be invaluable. Should you be adaptable and ready to assume various responsibilities, your skill set would be a perfect fit
• You are known for your reliability and commitment to delivering results, taking ownership of both significant projects and day-to-day tasks
• Your organizational skills are exceptional, coupled with a proactive approach to anticipating and addressing potential issues
• You are comfortable in thriving in a remote work setting, adept at using digital communication tools (such as G-Drive and Slack), skilled in articulating your thoughts in writing
• You have the eagerness to learn and continuously improve, through various methods of self-initiated learning, is highly desirable

Benefits

• Work-from-home setup: Fully remote position with flexibility to work from your preferred location
• Working hours: Astro shift, Sunday to Thursday from 9 PM to 6 AM PHT (Manila Time) with (Friday and Saturday Offs).
• Salary range: Php 28,000 – 30,000 / per month