Have you ever wondered what it’s like to juggle tech support chaos while a tiny dog lounges on your shoulders like a fashion accessory? Well, now you can find out— meet William Soto.
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!