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