We are committed to fostering a respectful and professional work environment. These guidelines help team members contribute to a positive, ethical, and productive community where everyone feels valued and supported.
Pay or Billing Concerns
- Report issues appropriately
- Send pay or billing concerns to [email protected] (cc: assigned AL’s email). Include documentation (screenshots, invoices, etc) for assistance from the Support team.
- Submit approved overtime/undertime/hours adjustments via the Assistant Hours Form.
- Follow proper communication channels
- Direct all rate increase requests or plan upgrade concerns through your Account Lead.
- Avoid discussing pay-related matters directly with your client unless instructed.
Matching Inquiries
- Reach out to your Account Lead for matching/additional client concerns/ inquiries.
- If you want to check on your eligibility status, you may email [email protected].
Professional Conduct
- Maintain a positive work environment
- Refrain from influencing or persuading others to engage in misconduct, negligence, or dishonesty.
- Avoid promoting negativity or toxicity through any company communication channels.
- Do not engage in rumor-mongering or spreading intrigue that could damage the integrity or reputation of other assistants or Magic employees.
- Maintain good attendance
- Avoid frequent absenteeism, including calling out (with or without proper heads up to your client and account lead) or No Call No Show (NCNS).
- Communicate respectfully
- Do not use abusive or malicious language or behavior, whether personal, written, verbal, actual, or implied, towards anyone at any time.
- Respect diverse opinions but consult an Account Lead or manager if boundaries are crossed.
- Refrain from sending or promoting derogatory remarks about a client on public channels or social media.
- Maintain professionalism during work hours
- Refrain from playing games, streaming videos, or engaging in other non-work related activities during your shift, especially when there are ongoing tasks.
- Do not engage in indecent exposure or view, possess, or display pornographic materials (non-work related) during your shift.
- Maintain confidentiality
- Exercise caution when sharing information to protect the privacy of employees, assistants, and clients.
- Do not disclose (whether intentionally or unintentionally) any company or client information or intellectual property, including but not limited to, software, strategies, finances, or personal information.
- Maintain work integrity
- Do not falsify work records or data, or skew/alter metrics in any way.
- Avoid working on other clients while on shift for a different client, without explicit approval from the Account Lead and/or management.
- Protect company assets
- Do not engage in theft, tampering, or destruction of any intellectual property of fellow VAs, Magic employees, and/or the company.
- Avoid incurring financial loss or misusing the client’s/Magic’s credit card funds for personal use.
- Follow company policies and instructions
- Follow the guidance and suggestions of your Account Lead regarding work-related matters.
- Adhere to Magic EA requirements.
- Do not engage in unauthorized use of the client’s or company’s tools and accounts.
- Respect employment agreements
- Do not ask or request to be hired directly by your client or agree to be directly hired without informing Magic.
- Refrain from unauthorized direct discussion of pay-related concerns (e.g., rate increase, weekly plan expansion, card declines) with clients.
- Promote inclusivity and respect
- Do not discriminate against fellow VAs or any Magic employee based on their gender, sexual orientation, race, culture, age, marital status, or political conviction.
- Refrain from harassment of any kind, including sexual, aggressive pressure, or intimidation.
- Uphold company reputation
- Do not issue verbal or written statements detrimental to the company, its affiliates, and its operations.
