Client Handbook
How schedules, onboarding, billing and assistant changes work at Magic. Your Client Relations Manager can help with anything this page doesn't cover.
We match you with an assistant whose availability fits your hours.
Most assistants work Monday to Friday on U.S. hours, but you and your assistant can choose any schedule that suits you both.
Prefer fewer meetings? Your assistant can work on their own and send you progress updates by email.
Once you’ve agreed on a schedule, send a quick note to your Client Relations Manager and we’ll update your plan to match.
Your assistant can send you an end-of-day report, so you can see what got done without a meeting. Just ask.
Your assistant can use WhatsApp, Slack, phone and email, so you can keep using the apps you already have. We suggest skipping iMessage, since it only works on Apple devices.
Every Magic assistant already has a work-from-home setup. We check it during screening.
If the role needs specific equipment, you can buy it for your assistant or ship it to them directly. Magic isn’t liable for hardware you provide. You can also give your assistant access to any licensed software they need.
Questions about buying from Philippine stores or shipping to the Philippines? Ask us and we’ll help.
Here’s what’s worth covering on your assistant’s first day. Magic assistants are trained to turn what you show them into step-by-step guides (SOPs) they can come back to later.
A few things to check when you share tools with your assistant:
If you already have guides, videos or SOPs, share them. They help your assistant get up to speed and give them something to look back on. If you don’t have any, your assistant can write them as they learn.
The billing week runs Sunday to Saturday. If your assistant worked extra hours or took time off, email your Client Relations Manager within 7 days after the billing week ends. We’ll adjust your next bill and make sure your assistant is paid the right amount.
Want to give your assistant a bonus? Tell your Client Relations Manager. Magic handles the payment, and your assistant gets 100% of it.
If your assistant qualifies for an incentive program at your company, we treat the payout like a bonus. Your assistant gets 100% of it.
Want to give your assistant a raise? Email your Client Relations Manager and we’ll set it up.
Your deposit goes toward your last bill. If your account is already paid up, we refund it.
You can give your assistant new work at any time, just as you would any employee. To add hours or make another lasting change to your plan, email your Client Relations Manager.
Prefer not to tell your assistant about a change yourself? Your Client Relations Manager can let them know for you.
As long as your assistant is available, we can move their schedule to whatever works for you both. Your assistant has 2 days off each week by default, and you can change that too.
Let your Client Relations Manager know before a new schedule starts, since it can change your bill. They’ll coordinate the change and update your plan.
You set the attendance policy. We recommend assistants give at least an hour’s notice if they can’t make a shift.
If your assistant can’t work when you need them, tell us and we’ll find you a replacement right away.
Internet and power outages happen more often in the Philippines than in the U.S. Pick a backup channel your assistant can use over mobile data, such as WhatsApp, Slack or email, so you stay in touch either way.
You decide your assistant’s breaks. We suggest 10 to 15 minutes every 2 hours, plus a 30 to 60 minute lunch on shifts longer than 4 hours.
We’re happy to help you bring your assistant onto your team as a full-time employee. The buyout fee is $10,000, which covers the cost of finding and screening your assistant. We’ll work with you to make the move smooth.
You choose how closely you manage your assistant. We’ve found that clients who check in with their assistants regularly get the best results.
If for any reason you’d like a different assistant, Magic makes it easy. If the fit isn’t right in the first few weeks, tell your Client Relations Manager and we’ll make finding your next assistant our priority.
We usually send you a new assistant within 48 hours. Specialized roles can take about 2 weeks, for example a Western accent, expert skill in specific software, or a management role.
A short checklist keeps your accounts and files safe:
Guides your assistant wrote stay with you, so your next assistant can pick up where they left off.
All the best,
The Magic team
