Make every customer interaction count without the overtime.
A virtual assistant for customer support is a remote professional who handles customer service tasks on your behalf. This includes responding to customer queries, managing support tasks, organizing communication, and using the tools your business already relies on, such as CRMs, helpdesks, and messaging platforms.
A customer support VA is not a call center, so you’re not working with agents following a script. They’re also not general VAs guessing their way through support.
They are support specialists who integrate seamlessly with your team and work within your existing systems. Think of them as a flexible support hire — someone who uses your tools, communicates in your brand’s voice, and consistently manages customer interactions.
Hiring a local team used to be the norm for businesses looking for dedicated support staff. Today, it’s just one of many options — and often the least efficient.
When factoring in benefits, training, and overhead, the average cost to hire in-house customer service ranges between $30 to $40. Meanwhile, you can outsource customer service VAs for a fraction of the cost, saving you over $11,000 annually.
Most support happens online through platforms like Intercom, Gorgias, Zendesk, or even a shared Gmail inbox. A dedicated chat or email support virtual assistant already knows how to work within these systems and can step in immediately, delivering the same results as an in-house hire, without the full-time commitment or overhead.
Every hour you spend in your support inbox is an hour not spent on growing your business. If you’re spending more time replying to emails than making decisions, it’s time to call for help.
You need customer support VA services if:
Support shouldn’t be the reason everything else gets delayed. If you’re constantly being pulled into inboxes, chats, and follow-ups, you’re not leading — you’re putting out fires.
A virtual customer service assistant takes care of the tasks that interrupt your focus and drag down team productivity. They manage the day-to-day communication and coordination that keeps customers informed, issues resolved, and support operations running smoothly.
Just imagine what you could do with 10 extra hours a week.
For a deeper look at everything an EA can take off your plate, download our free guide: 100 Things an Executive Assistant Can Do here.
You shouldn’t have to choose between growing your business and answering every message. With the right customer support VA services, you won’t have to.
You don’t need a full department to deliver great service — but you do need someone focused, reliable, and ready to respond. A remote customer support assistant gives you that coverage without stretching your internal team or adding unnecessary overhead.
If you answered yes to even one, it’s time to get the support you need.
A remote customer service representative solves those problems without bloating your headcount. They keep communication moving, protect your customer experience, and give you back the focus to lead effectively.
You might be thinking, “Why not just hire someone full-time?”
The reality: hiring in-house means payroll, benefits, equipment, management time, and long-term commitments. That can work for larger teams, but if you’re still scaling, or want to stay lean, it’s more than you need for work that’s often repeatable and process-driven.
By hiring an executive assistant, you can:
Your VA steps in to clear tasks, before they start piling up.
They help you get back on track by handling all the moving pieces.
An VA streamlines your day, freeing you from distractions.
They keep loose ends under control before they accumulate.
With an VA, you focus on goals, they manage the grind.
Bringing on a support VA can be one of the smartest business decisions you can make — if you find the right fit. However, the difference between a good VA and a great one comes down to how you hire and who you trust to step in.
Here’s how to find the right candidate:
Start with a list. Where are the gaps showing up? They could be:
Once you know what you need handled, it’s easier to define your assistant’s role.
There are two main ways to choose a support VA:
Hiring a support VA yourself might seem like the simplest option. However, in practice, it’s a lot to manage, especially if this is your first time hiring for customer support.
As the searcher and prospective employer, you’ll be responsible for the following:
If the hire doesn’t work out (and many don’t), you’re back to square one.
Additional Tip: Consider the lost time, inconsistent support, and customer friction that will likely stall your momentum.
What to look for:
All things considered, the entire hiring process can take a lot of time, which is a lot to take on when our team is already stretched thin.
Working with a trusted staffing partner can simplify this process for you, which is advantageous if you don’t have any prior hiring experience.
Although they won’t remove all the work needed, a good partner can take care of:
This kind of support shortens the time from job post to inbox coverage and makes the process more predictable. The key is finding the right partner.
Look for the following qualities:
There’s a fine line between delegation and disruption. If you’re hiring a support VA for the first time, avoid the guesswork — get help from a team that’s done this successfully before.
Most customer support roles don’t need to be tied to your current location. Hiring global talent gives you access to more experienced candidates at significantly more affordable rates.
If you are open to hiring global talent, vet for:
Some of the best support talent out there may not be found in your own country. Unless you need an in-person team to handle local calls, hiring an offshore customer support assistant promises to be the smarter choice.
One of the most significant advantages of working with a virtual assistant for customer support is that they can be trained in your brand voice, follow your internal processes, and stay aligned with your priorities.
To ensure your new hire is aligned with your processes, be ready to:
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Just you.
Small team
Under 50 people
Growing workforce
50-200 people
Established team
200-500 people
Large organization
500+ people
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You don’t even pay until after you’ve met them. No risk. No commitment. Just results.
A complete platform with tools and support that makes delegation effortless
Smart automation that amplifies your EA’s capabilities
Secure payments without exposing your personal info
On-time payments and tax management handled
Smart automation that amplifies your EA’s capabilities
Always covered, even when your EA is offline
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Billing concerns
Assistant complaints
Performance coaching
Auditing Productivity
Upskilling & Coaching
Unblocking your assistant…
Support should be seamless for both you and your customers. Magic VAs specialize in different areas of customer service to help your business stay responsive without getting bogged down.
Whether you need help managing tickets, responding to inquiries, or delivering real-time chat support, we’ll match you with a customer support assistant who fits your systems and your standards.
See why companies are ditching recruiters and platforms for our complete solution
There are three main components to our training program: a multi-day executive assistant training course (ending with a formal assessment they must pass to complete), our library of self-paced courses, and hands-on training in a remote position.
We source top candidates from the Philippines, which is among the world’s top emerging markets.
The better question might be “what can’t my EA do?”! EAs can handle everything from simple tasks like calendar management to more complex tasks that require a deep understanding of your needs and preferences. Check out the use cases above for some examples.
You can hire for almost anything online nowadays, including an EA. But how do you know the EA you’re hiring is going to be good? At Magic, we do all the pre-vetting for you to guarantee you’re getting a quality hire. We only onboard the top 1% of talent and train them to succeed. Plus, the hiring process on your own takes a ton of time and energy. With Magic, you can get started in 72 hours!
First, you talk to our sales team about your needs. Then, our Matching team finds a few candidates that we think will be great for you. Next, you interview the candidates and choose your favorite, or have our Matching team keep looking. Once you find the perfect hire, you’re billed weekly and there are no long-term commitments or hiring fees.
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So, @magic has consistently delivered, and by delegating a variety of task-minutiae to their 24/7 concierge service, has given me the time to focus on the things I’m best at without doing a ton of task-switching (which I’m not very good at). Not free, but good! #GetItDone
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I just use @magic to help with a task I couldn’t do myself (test out an offline service in another country). It was super quick, easy and deliverables were spot-on perfect. Highly recommend!
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The service from @magic is like a secret weapon. Almost nothing the team there can’t make happen. Thank you!
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