B2B Team Lead - Freelance, Remote
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:
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Drive Results: Own your team's performance metrics end-to-end. You're accountable for CSAT scores, productivity levels, client retention, and quality standards.
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Develop People: Transform good assistants into exceptional ones through targeted coaching, skills development, and performance management.
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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. Key Areas of Impact and Focus
Core Responsibilities: 1. Performance Management Results Ownership
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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
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Conduct data-driven performance reviews: Analyze individual and team performance trends, identify root causes of performance gaps, and implement targeted improvement strategies
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Set clear performance expectations: Establish measurable goals aligned with client requirements and company standards; hold team members accountable for meeting or exceeding these targets
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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
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Lead daily/weekly team huddles: Review priorities, celebrate wins, address blockers, and ensure team alignment on goals and key deliverables
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Track and report on team metrics: Prepare weekly performance reports for senior management, highlighting achievements, risks, and action plans
2. Team Coaching Development
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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
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Deliver real-time coaching: Provide in-the-moment feedback on assistant performance, helping them course-correct quickly and reinforcing best practices
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Identify and address skill gaps: Assess individual and team competencies; partn