As a Live Chat Captain at DreamHost, William has spent over four years keeping operations running smoothly, mentoring teammates, and making sure customers feel heard, supported, and empowered.  Behind the monitor, he’s spotting issues before they spread, all while leading with empathy and a solid sense of humor. He’s part support superhero, part team mentor—and fun fact—part-time knitter (more about that later).

From Word of Mouth to a Dream Job

William didn’t stumble into DreamHost by accident, he was drawn by the powerful word-of-mouth network of Colombian colleagues who recommended the company. “There are several people from Colombia working here, and many of us know each other from past jobs,” he said with a grin. “So it was like, ‘Come join the party!”

What sealed the deal? The ability to work from home during COVID and, more importantly, the values DreamHost demonstrated from day one. When William needed time off for his wedding and honeymoon in his first year, DreamHost not only supported him but offered a monetary gift. “That blew my mind. They didn’t just care that I was doing my job, they cared about me as a person.” 

What Exactly Is a Live Chat Captain?

Good question. As a Live Chat Captain, William doesn’t just put out fires, he builds systems that help others shine. He monitors the flow of customer support chats, identifies patterns, and ensures that DreamHost’s frontline support agents have the tools and knowledge they need to excel at their jobs. “Live chat is a moving clock,” he explained. “You cannot stop, not a single hand at any moment, because the clock stops running.”

It’s fast-paced, nonstop, and sometimes overwhelming. “If only I had more hands!” he joked. “But I make do with the two I have.”

One of his proudest achievements? Setting the gold standard for what a Live Chat Captain should be. “I trained a few new captains, and I’ve tried to lead by example, keeping things organized, quick, and clean. This way we can keep the clock running as quickly as possible.”

Tech Guy with a Human Touch

William is deeply aware of the stereotypes that plague tech support: long queues and answers that sound like they were written by a toaster. This isn’t what he wants his customers to experience. “The first thing I do is put myself in their shoes,” he said. His mission is to educate, not just resolve. “I don’t just say, ‘This is fixed.’ I explain why it was broken and how we fixed it. My goal is to give them the tools to grow.” 

It’s no surprise that this approach comes from a place of passion. Before joining DreamHost, William worked as an English teacher for several years. “Teaching is still a huge part of me,” he said. “Even though I’m not in a classroom, I’m still fulfilling my essence as a teacher by helping people learn and improve.” 

Life Outside the Chat Window: Dogs, Cats, and… Knitting? 

When he’s not keeping support operations humming, William’s life is full of love, laughter, and pets! He lives in Bogotá, Colombia, with his wife Lisbeth, and their trio of furry companions: Yoyo, a sweet but grumpy Shih Tzu who often perches on William’s shoulder (like a majestic eagle) during work meetings; Pepper, Yoyo’s shyer daughter; and a feisty, furniture-destroying Persian kitten named Hannah.

The couple recently bought and renovated their first condo, and while they enjoy going out to dinner and the movies when possible, they’re just as happy at home watching suspense and thrillers like Se7en or unwinding with a comedy. “We just spend time together. Sometimes we go on a bike ride or walk the dogs. It really depends on the day.”

But the biggest twist in this support saga? William recently picked up knitting. Yep, knitting. He wanted to surprise Lisbeth with a handmade lilac blanket for her birthday (Aw, swoon!). “Nobody knew I could knit. I didn’t even know I could knit,” he laughed. “I’m racing against the clock, but I’ll get it done. Probably.”

Advice For the DreamHost Curious

So what should aspiring tech support folks know before joining DreamHost? 

“Be open-minded,” William said. “There’s not just one way to do things. You need to be curious, willing to learn. And be ready to teach, too, because helping people grow is the best part.”

Whether he’s coaching teammates, helping customers thrive, or knitting a blanket during his downtime, William Soto is a perfect example of how DreamHost blends tech with heart. We’re lucky to have him, and we’re sure Yoyo would agree.

Want to join the DreamHost team? DreamHost is looking for passionate and curious individuals ready to learn and help others grow. Check out our careers site to explore opportunities and see what it’s all about! 👀 Stay tuned for our next Tech Support spotlight, featuring a team manager of seven who’s also a gravity-defying aerialist!

The post William Soto: The Live Chat Captain Who Knits, Leads, and Multitasks with a Shih Tzu on His Neck appeared first on DreamHost.

Meet Joseph Moya, guitar player and DreamHost’s resident Ticket Queue Support Captain holding it down for 11 years (and counting). If you’re wondering what a Ticket Queue Support Captain does, think of him as the air traffic controller of tech support. He’s the calm in the queue storm—communicating between management and the team, helping solve the more challenging problems, and making sure everything’s running smoothly.

The trickiest problems? Usually those involving custom code, confusing email discussion lists, or customers struggling to describe what’s broken. “There’s a language to tech support,” Joseph explains, “and not everyone speaks it.” But Joseph’s approach is always the same: give people the tools to help themselves and adapt to their current situation.

From “I May Not Be The Right Fit” to “I’m Not Going Anywhere”

Believe it or not, Joseph almost walked away in his early years at DreamHost. Life was chaotic. “I was definitely struggling—a lot,” he says. “I didn’t want to hold the team down and I felt that I was.”

So what happened? The team showed up.

“When I realized that I had a team around me that was there for me, that kind of changed my perspective,” Joseph says. “The company is also there for us, and they were helping me a lot.”

That support wasn’t just talk. Teammates and mentors pulled him aside, recommended classes (DreamHost offers its team members free Udemy courses to support their career development), provided guidance, and gave him the space to grow. He took it seriously.

When a spot opened on the Ticket Queue Support Captain—he went for it full speed. “I told myself, I’m gonna hit the ground running because I owe it to myself and to everyone who helped me.”

And that he did. From live chat rep to ticket queue support, then from ticket queue support to Captain, Joseph’s path has been driven by community. His next goal? Specialist. After that, who knows—maybe a management position. “I’m open,” he says. “If the opportunity’s there and I’ve got the skills, I’ll go for it.”

The Secret Sauce? DreamHost Culture

Joseph says what keeps him here for over a decade isn’t just the job—it’s the people.

“I bought into the vision of where we’re going. I love my team. Some of them are like family now,” he says. “You can’t build anything great without a team that’s aligned and believes in what they’re doing.”

He believes that kind of connection isn’t just luck—it’s the foundation of why the tech support team wins awards (including the 2025 Globee Gold for Customer Excellence—no big deal).

“I think the only way that can happen is if everyone believes in the product, believes in the company, and buys into the direction we’re going. Otherwise, the cracks start to show.” It’s not just a job for Joseph. It’s a place where he’s grown—personally and professionally—and where he’s committed to continuing that growth.

Rock and Roll (and a Whole Lot of Laundry)

When he’s not wrangling support queues, Joseph is living his best SoCal life in Brea with his wife, Tina, their daughter, Madelyn (yep, he got to name her—he’s pretty proud of that), and their pets: Molly, the chihuahua, and Boyfriend, the cat. They’re big Universal Studios fans and try to go once a month.

Weekends are for laundry, spontaneous adventures, and the occasional jam session with DreamHost coworkers. His musical roots run deep.

“My grandpa played piano,” Joseph says. “On weekends at his house, I’d hear him sing and play the piano. That started my interest. And then when my older brother got a guitar later on, when I was 10 or 11, I wanted to be like him, too.”

Piano wasn’t the only lesson Joseph learned from his grandpa. “He used to have me and my cousins move rocks around his yard every weekend—literally just from one side to the other and back again,” Joseph remembers. “I didn’t get it then, but later I realized he just wanted to keep us busy and out of trouble. That stuck with me.”

Communication: the Not-So-Secret Superpower

Joseph’s advice—whether it’s for handling a tech support ticket, navigating life, or surviving a family group chat—is simple:

“Be open. Communication is the only way you can actually get something done—if you’re willing to listen and set the ego aside.” 

It’s a reminder that applies just as much in parenting as it does in tech support.

Joseph’s story is a testament to perseverance, mentorship, and showing up—even when it’s hard. And after 11 years, and who-knows-how-many solved tickets later, he’s proof that tech support isn’t just about fixing websites—it’s about people helping people.

So the next time you get a message from Joseph or someone on his team, just remember: behind that screen is a musician, a Universal passholder, and someone who genuinely cares. And if you’re lucky, you might just catch him rocking out after hours. 

Want to join the DreamHost team? Check out our careers site and see what it’s all about! 👀  We’ll also be sharing more stories from our award-winning team, like what one of our Live Chat Captains is secretly learning to make for his wife’s birthday… (we’re not telling! 😉 You’ll have to check back next month).

The post Meet Joseph – Rock Mover, Guitar Player, DreamHost Ride-or-Die appeared first on DreamHost.

This award celebrates our continued commitment to going above and beyond for our customers. In 2024, our Customer Support Team didn’t just answer questions—they significantly reduced wait times, revamped our Knowledge Base, and sharpened their skills to deliver even more epic support. 

Support that Goes the Extra Mile (and Then Some) 💪

Last year, our focus was crystal clear: faster responses, enhanced self-service options, and a personal touch. That included everything from hands-on website builds for new customers to ongoing team training sessions that ensured every interaction was as helpful (and human!) as possible.

What Are the Globee® Awards?

The Globee® Awards for Excellence recognize outstanding companies, products, individuals, and teams that set new benchmarks across business functions. Categories span across Artificial Intelligence, Customer Success, Cybersecurity, Human Resources, Sales, Marketing, Operations, Product Innovation, and more—celebrating the highest standards of achievement in business performance and leadership.

“The 2025 winners exemplify what it means to strive for excellence,” said San Madan, President of the Globee® Awards. “This year’s judging process was more rigorous than ever—data-driven evaluations by over 1,000 professionals worldwide ensured only the most deserving earned this recognition.”

And Add Another Gold to the Trophy Case! 🏆

This latest win is our seventh Globee® Award and fourth Gold, joining our 2024 recognition for “Achievement in Team Continuous Improvement.” But trust us—we’re just getting started. We’re already setting our sights on raising the bar even higher in 2025.

Wanna Join the Party? 🎉

We’re hiring! Whether you’re into customer support, software development, or anything in between, DreamHost could be your next adventure. Come work with an award-winning team that’s passionate about helping people build and grow online.

The post DreamHost Strikes Gold for Customer Service at the 2025 Globee® Awards for Excellence! appeared first on DreamHost.