From speed skates to support chats, Laura Vega’s path to DreamHost has been anything but ordinary. Since joining in 2018, her DreamHost journey has been a mix of professional growth and personal passions. She’s become an international go-to billing expert, salsa enthusiast, and an example of what it means to deliver quality customer service with empathy.
From Live Chat to Captain of Billing to Personalized Service
When Laura joined DreamHost in October 2018, she started on Live Chat’s “Greetings team,” helping customers with general inquiries. Fast forward to today, she’s leading the way as our International Billing Captain, managing all things money for our customers: from hosting plan changes and refunds to translating confusing invoices into easy-to-understand answers.
“The biggest challenge is helping customers who don’t realize hosting is a subscription. A lot of my job is about explaining things clearly, with empathy, and making sure people feel supported.”
But it’s not just about numbers or answering billing questions; it’s about building relationships and understanding people. One standout story involved helping a grieving daughter navigate her late mother’s DreamHost account. Laura not only offered a callback to walk her through services but also crafted email templates to help her communicate with third-party providers like Google.
“It was all about making it as simple as possible for her. Copy and paste level simple. That’s what superhero service means to me.”
A Bilingual Mission
One of Laura’s proudest projects so far at DreamHost was helping pioneer DreamHost en Español. Back when she started, Spanish support relied on automated translators in the live chat platform. Then Laura and many Colombian team members saw an opportunity to offer real Spanish support. This initiative led to translated content (such as the DreamHost website and Knowledge Base) that has now grown into a fully bilingual (Spanish and English) DreamHost experience: from our Help Center to social media.
“I was part of the team that said, ‘Let’s do this in Spanish.’ Now, almost everything, from support docs to blog posts, is available in both languages. That’s huge.”
(P.S. Looking for our Spanish Instagram handle? It’s @dreamhost_es)
Billing Is Her Happy Place (Yes, Really)
While most people avoid spreadsheets and refund policies like the plague, Laura leans into them. Her love for numbers and problem-solving led her to the billing team, and she hasn’t looked back. “My wife says I’m like a wizard with billing. I don’t know why I love it, but it’s my thing.”
She’s also grateful for the supportive culture and strong team dynamics that helped her grow into her role, especially transitioning from a sales background. Laura recalls being initially afraid to ask for help, thinking she might seem unqualified. But she quickly learned that DreamHost encourages learning at every level.
“At first, I was scared to ask questions. But here, everyone helps. No hierarchy. Just learning.”
DreamHost’s supportive and inclusive environment made all the difference to Laura: the internal documentation, helpful articles, and, most importantly, a team where you could ask “dumb” questions without judgment.
When She’s Not Captaining Billing…
Laura’s passion doesn’t stop at support tickets. One of her favorite things to do is go on road trips with her wife, Olgie, who also works at DreamHost on the Tech Support team. They especially enjoy the ones that take them through Colombia’s scenic coffee country (and keep their beagles, Mini Boleyn and Maximillian, cool and happy). While Laura dreams of embracing van life wholeheartedly, Olgie finds the luxury of hotels more appealing, creating mild travel tension!
And here’s a cool, hidden talent: Laura was a former inline speed skater, once featured in a Panamanian newspaper at age 13.
These days, she’s more into salsa dancing, her jam! Though she admits the late-night bar scene isn’t as appealing anymore, she still enjoys hitting the dance floor. “I’ll dance with anyone! But when they see the wedding ring, they’re like ‘bye.’ I’m like, it’s just dancing!”
Living the Dream, Authentically
To Laura, being a DreamHoster means more than just doing great work. It’s about being herself, completely.
“Diversity. Respect. You can be anything you want. I mean, it really doesn’t matter. You can be who you are and nobody’s going to judge. Everybody’s there to listen, to help out.”
It’s about a supportive community that values individuality, professional growth and genuine connection. Got a billing question or need a little empathy with your invoice? You might just end up chatting with Laura: our international billing captain and salsa queen!
Want to be part of the DreamHost team? We’re looking for enthusiastic and curious people who are eager to learn and help others develop. Check out our careers site to see available positions and learn more about DreamHost! 👀 Keep an eye out for our next Tech Support spotlight, featuring the “Federer of DreamHost,” an individual who, much like the tennis icon, expertly blends calm demeanor with shrewd tactics to overcome tech hurdles.