Assistant Team Lead

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.

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.

Why this role existsEssentially, it is a management trainee role that aims to equip qualified individuals with the necessary experience and skillset to become Team Leads and hopefully future leaders in Magic. We would like you to be part of the first-ever wave of trainees. As a disclaimer, it is a working experiment and many facets will change as we lead forward with this initiative.What happens during this initiative? You will undergo an immersion phase of 9 weeks working as an Operations Specialist (magician) in a battalion. This will allow you to really learn the foundation of what we do as a company. Your progress will be shared with you by your supervisor via a weekly documented coaching session. After such, you will undergo 3 weeks of Pod Lead (Team Lead) training. Your progress will be tracked in the same way, through weekly document coaching sessions. Should you pass training, you will be next in line for a Pod Lead position as soon as one opens up.

The impact you'll make:

Quality Responsibilities:

Coaching team in real-timeAll communication sent to clients is appropriate and accurateBrainstorming and strategizing with the team in the lifeGuidance with execution strategies based on the client’s expectations and preferencesCatching errors and incorrect details and recording themAnticipate and prevent risks that will threaten the client's experienceStandard operating procedures are known and followedAdvance the skill set of the new and current workforce

Ensuring a proper transition between shifts

Information is properly transferred to the next Team LeadsUrgent and important information (e.g. client escalations) is emphasized

You work to resolve significant problems (e.g. service escalation, fraud, loss of company money, service mistakes, HR concerns, etc.), either by fixing them from within your team or by reporting them to the appropriate person.

Responsibilities for Resolving Immediate Problems in Live Operations:

All escalations that the Team Lead is aware of are labeled and addressed.All escalations that the Team Lead is aware of must be addressed in a timely manner by the Team Lead, addressed by a capable team member handling the escalation with the Team Lead’s guidance, addressed by another team (e.g. Finance), or addressed by a supervisor.Updates Supervisor with a load status reportUpdate Supervisor about service mistakesUpdates Supervisor in a timely manner about any notable incidents. Notable incidents include, but are not limited to:FraudFinancial LossesEscalations, poor client experiences, and support ticketsimportant requests that are at riskSoftware bugs should be reported to Engineers (Loop in your Supervisor)Vendor escalations post Vendor Relations Support Ticket in the appropriate channel; loop in your Supervisor)HR concerns within the team (also bring up to the HR team)

You will manage tasks assigned to your team in the task management software. You will ensure handoffs between shifts are happening properly.Task Management Responsibilities:

Assign and balance tasks among shift membersEnsures all TMs approved within the shift meet our suggested standard of qualityEnsures no TMs are left disapproved by end of the shiftEnsures all Externals have internals by end of shiftEnsures no empty requests by end of the shiftEnsures all TMs from your shift are Unassigned for the next shiftAny live request that is going to cross over into the next shift gets handed off to the receiving team memberOversee freelancers and freelance leads assisting shifts

You are responsible for ensuring accurate financial transactions within your team.

Financial Responsibilities:

Charges to clients for transactionsDeclined weekly bill users are not worked on unless approved by SupervisorAccurate vendor payments

Alongside the other Team Lead, you are the clear leader of your team and communicate regularly with your team. You are a positive influence and are trusted by your team to develop their strengths and address their problems. You are working closely with your Supervisor on initiatives to improve the most important metrics for your battalion.

Leadership Responsibilities:

Stepping in to work on tasks or work as a Team Lead when necessary, due to lack of coverage or unusually high demand within or outside of your teamAs agreed upon with your Supervisor, Team Lead syncs are scheduled and focused on improving service qualityReports freelancer attendanceReports freelancer feedback to Supervisor with details on performance and specific instances utilizing the necessary meansFoster an environment of growthSee-through project implementationFlexible and will do what it takes to reach a goal

Requirements:

Experience required - At least 1-year previous experience as a team supervisor/leadMust be able to work graveyard, day or night, and weekendsMust have a good working laptop/desktop and stable internet connection (ready to work from home)Must be willing to undergo a 2-week training to understand our software.

Your superpowers are...

Must have good communication and leadership skillsMust be proficient in the English Language

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, Notion, and a variety of modern reporting tools), 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.