Welcome to Magic!
We are happy to have you on the team.
We prepared this handbook to describe what you can expect from Magic and what we’ll expect from you. The information may be subject to change, but don’t worry, we’ll let you know if anything changes.
Magic was established in San Francisco in 2015. With the goal to bring Magic into the world, the company’s aim is to bring the personal assistant experience to the next level – making it easier for people to offload items on their to-do list, spend more time with their family, worry less about the weight on their shoulders, and so on.
One Team
We are one united collective that acts together to achieve a common goal. Magic is a close-knit community that is comfortable with expressing ideas and sharing thoughts. We look for ways to build each other up, and treat each other with respect and trust. We understand the power of collaboration and although we may not be geographically close, we share a united spirit of one common vision.
Rapidly Iterates
Our approach is to solve problems quickly. We believe in removing obstacles, freeing roadblocks, and overcoming complications with agility, understanding that sometimes we need to use a strong temporary solution before we create a permanent one.
Ambitious Goals
Magic doesn’t shy away from a challenge. We embrace the thrill of a stretch goal and like to test the limits of what we believe is possible. We truly believe in the adage that if we shoot for the moon, even if we miss, we’ll land at the stars.
As a Magic Dedicated Assistant, it’s up to you to put your best foot forward at work. In this section, we outline the basics to help you get started.
As a Magic Assistant, you will be working directly with the client and their team tackling different tasks such as admin work, customer service, marketing support, sales lead qualification, and much more.
Working relationships between you and your client will differ case to case. You may work closely or independently based on the role. This means taking initiative by independently working on tasks and staying reliable by honoring promised commitments to them.
The Assistant Portal is the one-stop-shop for assistants. There you can log your work hours, update your profile, and track your earnings.
After signing up for the portal and verifying your email, you will need to complete a three-step process to have access to its features.
In this section, you’ll be asked to review the materials provided, and then proceed to complete 3 short quizzes.
This profile is visible to clients. Similar to a resume, your profile shows the following fields:
The more complete your profile information is, the more professional it looks!
In this last step, you’ll set up your account on Deel.
It is a third party app where Magic submits all assistant payouts for work done with your Dedicated Clients. Deel is a separate platform linked to the Assistant Portal.
Deel has the following features:
For a step-by-step tutorial on how to set up your Deel account, click here.
The Earnings Page is a detailed breakdown of each payout and contains your expected pay date. You can access this by logging in to the Assistant Portal and clicking the Earnings tab.
For more information on your pay, click the arrow beside your total pay indicated in red below.
The Time Tracker is used to record your work hours. If the Time Tracker is not working, please inform the assistant support team immediately by emailing [email protected]
When you begin your first day, make sure to clock in using the Time Tracker. You will also receive an email notification confirming that you have started working for a client.
Your Time Tracker will be inactive before your first day or if you have no clients. If the Time Tracker isn’t active when you’re set to start reach out the Support Team ASAP.
This feature automatically clocks you out after you’ve tracked your daily standard work hours. Your daily standard work hours are 1/5th of your weekly plan hours.
For example:
Your weekly plan hours are 40 hours/week, therefore your daily standard work hours are 8 hours per day.
The Time Tracker will clock out on your behalf after the length of your shift ends.
To work more than your daily standard hours, you’ll need to clock back in. You can view your standard work hours on the Time Tracker page.
If you are having issues with the Assistant Portal, you can use the Bug Report to get help.
Magic AI is a platform to help you when working with clients and performing day-to-day tasks. With Magic AI, you can:
Use these helpful tools for tasks related to your Magic client. Here is a guide on how to create an account and learn about the features.
For the best experience, we recommend using Google Chrome and installing the extension. If you already have an account and the extension, you can skip this step.
If you encounter any issues while using Magic AI, don’t hesitate to reach out to the Assistant Support team. You can send a bug report via the Assistant Portal or email them at [email protected] with a Loom video and screenshots of the error.
In this section, we outline the details of your pay.
The billing week starts every Thursday at 4pm, Pacific Time and ends on Thursday at 3:59 PM Pacific Time of the following week.
There is an adjustment period of 7 days for you to email [email protected] to update your payout.
Payouts are sent to Deel by the end of every Sunday Pacific Time (Monday PHT). It may take up to 2 days for your pay to show on your Deel account. If it isn’t in Deel after that time, email [email protected]
Note: start of the billing week is slightly before the calendar depicted
Reminders:
Your first payout will be submitted 10 days after the end of the first billing week. The total amount that you will receive is the hours you worked for the first billing week. After that, your pay will be weekly.
We’ve included an example of what that could look like in the image below. This example shows a start date on the 6th day of the month.
If you have questions about your first payout, reach out to [email protected].
Note: This Calendar is in PDT.
If you’ve completed your plan hours, but your client wants you to continue working, you may request extra hours. When requesting extra hours, please consider the following:
After your regular plan hours have been consumed, you can request extra hours through the Assistant Portal.
Reminders:
At Magic, we recognize that people get sick, need time off, or may have things come up. We understand that you won’t always be able to attend work. At the same time, attendance and punctuality is very important to our business.
During the first two weeks in some roles, if there are any absences, resignations, or attendance issues during this period, pay will not be issued and the role will not continue.
In case of an absence without prior notice
If you can’t work with a client matched to you or would like to be rematched, reach out to [email protected] 6 hours before the scheduled time of your introduction call.
The Assistant Help Desk is a great resource for current and interested Magic Assistants to learn about applications, getting matched with clients, getting paid, and more.
You can access the Assistant Help Desk by clicking on this link.
[email protected]
General inquiries, such as questions on onboarding, the Assistant Portal, client concerns, and more.
[email protected]
Questions or clarifications on your pay, such as extra hours, adjustments, or questions about Deel.
The Assistant Support Team is the main point of contact for any and all assistant concerns and inquiries. We encourage you to reach out to the Assistant Support Team by sending an email to [email protected].
Our operating hours are below:
If you are about to start working with your first client or have already begun, we strongly recommend scheduling an orientation call with the Assistant Support team. All newly onboarded assistants will receive an email with instructions on how to book this call. Participating in the orientation call and reviewing the provided materials are highly encouraged steps to ensure success in your client engagements and your overall experience with Magic. If you haven’t received an orientation email, please reach out to [email protected].
The call is expected to last for approximately 60 minutes, during which the following details will be discussed:
You can schedule this call with the support team for feedback on your clients and Magic’s services whenever you want. We’re always happy to talk to members of our community.
How was your first week? Our support team would love to hear all about it! Schedule this call to speak to a specialist and let them know how your first week went. Feel free to share how you are doing with your client and bring up any concerns we can help you with.
Maximize your potential with Magic! Check out our best practices to help you grow your career and improve your skills.
Communicating Professionally
Practice the habits of communicating effectively with your client – this is key to success.
When communicating:
It’s also important to set expectations and give updates by:
Remember to stay transparent and communicate consistently. Stick to a schedule both you and your client can get into a rhythm and find time to talk.
Anticipating Risks
Have a healthy level of suspicion that something might go wrong when it comes to your tasks, no matter how simple. Communicate these risks to the client as early as possible so that you can adjust accordingly.
Always keep your client in the loop when you encounter roadblocks, but don’t just stop there- be ready with possible alternatives or strategies. Remember, we are here to solve problems, not to add more.
Working Independently
Even when your client is unresponsive or is not always there to observe your work, make sure to stay consistent in your active hours and do your work with integrity.
Identifying Critical Concerns
Your client will not always be available to address your concerns. They will expect you to be somewhat self-sufficient. Make sure to ask yourself these four things before raising a concern:
If all these are a yes, then this is considered a critical concern.
Working Efficiently
One method to help you manage your workload is by identifying which tasks are of higher or lesser priority.
Example: Your client gave you 3 tasks.
With this example we can determine that creating a presentation is important and urgent, collecting data is important but not urgent, and managing their database is not important nor is it urgent. With this in mind, you can arrange your priorities for today and dedicate your time to working on each task depending on importance and urgency.
Today you should:
Receiving & Giving Feedback
Giving and receiving feedback is an integral part of career growth. Magic Clients and assistants are encouraged to give feedback to one another as well as report back to Magic on how things are going.
If your client has comments on your work, don’t worry! Getting direct feedback is the best way to learn and improve. Remember that they are not saying it to hurt your feelings – you are not the feedback. When you receive comments from your client, keep these in mind:
Additionally, Assistant Support is there to help and listen to your concerns. If you have any concerns regarding your client or your work, please reach out to the Assistant Support Team. When giving feedback about a client, be as objective and as transparent as possible. It’s better for us to have a full picture of the situation. Your opinions matter and we’re always here to help. You can send an email or schedule a feedback call; whichever suits you best.
Magic’s Learning Program is a way for assistants to enhance their skills through self-paced, specialized courses. (Make sure to check out the registration page, you may be eligible for a cash bonus!)
You will get access to view all our course offerings once you’ve successfully applied to be an assistant.
You can earn cash bonuses by referring your friends to work with Magic! Get a bonus when your referral has worked for at least 1 month.
Send candidates to the sign-up here. Don’t forget to have them enter your name as a reference.
For the fastest resolutions, check out the Assistant Help Desk to read about our payment process, policies, and more.
What kind of topics can I find on the Help Desk?
The assistant support team is here to help you. You can reach them at the email addresses below:
For general inquiries
[email protected]
For questions specific to your payouts
[email protected]
What should I send to the Support Team?
Why should I schedule an orientation call?
Please schedule a call here.
What if a client is unresponsive?
What if I need to take a leave?
How do I refer a friend?
What if I want to work with more clients?
How should I track hours for the work week?
Do I have to confirm my hours with Magic every week?
How do I request for Extra Hours?
If I have more than one client, can I track time on multiple clients at the same time?
Why can’t I access my portal features?
I can’t access the Time Tracker. What should I do?
What happens if you do not clock in with the Time Tracker?
Can I login on different devices at the same time?
How do I get paid?
If I use up my work hours for a client, how do I request for more?
What if I’m unable to work a shift for a client?
Do I always have to confirm with Magic about my hours for the billing week?
Who can I reach out to if I have questions about my pay?
What is the 7-day adjustment period?
How is my pay adjusted if the billing week starts on Friday but my start date was on a different day?
How can I track all my payouts?
Are the payouts weekly?
How do I create an account?
Why does it say “no work submitted” in my Deel contract?
I’m paid in dollars, is it okay to choose Philippine peso as the withdrawal method?
I’ve started the withdrawal on Deel, but it’s not in my account yet?
You can find the status for all your active withdrawals on your Dashboard in Deel’s Active Withdrawals section. If the ETA is a range, you will see the last day in that range as the estimated time of arrival.
Please refer to your invoice history card to see when you’ve received the Deel payout for the billing week.
Here’s a quick rundown of what the statuses in the Invoice History mean:
Magic sent your pay to Deel, and Deel is clearing the transfer.
You got the payment in your Deel account!
If you see this, email [email protected] right away with a screenshot of the invoice.
Withdrawal statuses
Once withdrawal ETA has passed, the withdrawal will be moved to the Transactions history card. If you’d like to learn more, check out this page.
Is there a fee for transferring the amount in Deel to my bank account?
Will I receive a new contract link if I match with another client?
Why are the days I worked on the Deel invoice title and billing work week different?
For more detailed information, Deel’s customer service is also very responsive. You can click the chat button on the lower right of the website.
All the best,
your friends on the Assistant Support Team