If you’ve ever landed in a DreamHost live chat and been greeted by someone who is calm, competent, and surprisingly multilingual, chances are, you’ve met Lindy Mashaba. Since joining DreamHost in April 2022, Mashaba has been on the front lines of our tech support team, helping customers navigate problems both big and small, all while maintaining a Customer Satisfaction (CSAT) score in the 90s. She blends her deep technical expertise with patience and emphatic communication.
“I help customers solve technical issues and guide them through our hosting services,” Mashaba explains. “My focus is on clear communication, problem-solving, and empowering users.”
Techie From the Start
Mashaba’s journey into tech wasn’t an accident. In fact, she studied Information Technology and since then has always been in a field that combined tech with people. So, when she found DreamHost, it felt like a natural fit.
“Being a tech person by nature made it a very easy transition. I understand the stress and frustration customers feel when things aren’t working,” she says. “That’s why I’m always aiming for first-contact resolution, so they don’t have to come back.”
Her daily routine starts with internal updates and important announcements, followed by hours in live chat where some issues are quick fixes and others require deeper dives. In between chats, she reviews documentation, shares customer feedback, and tackles any follow-ups that require more in-depth investigation.
Thriving in a Culture of Growth
What sets DreamHost apart from other companies Mashaba’s worked for is the human-centered company culture: a mix of empathy, autonomy, and opportunity.
“They allow you to make your own mistakes and learn from them, without the fear of losing your job,” she says. “That freedom makes you want to grow.”
And she has. Lindy is currently working toward a new path in Quality Assurance through DreamHost’s growth path platform—a structured way to upskill and pivot into other roles within the company.
“The supportive environment and the company’s commitment to open-source values make it feel like more than just a job. It feels like a community where you’re encouraged to grow,” she says.
Making an Impact
Of all her achievements at DreamHost, Lindy’s most proud of her high CSAT score, maintained consistently over time.
“It means I’m not just resolving issues—I’m creating a positive experience. When customers say they feel heard and helped, that’s a win for me.”
Being part of an award-winning team also brings her pride. “We’re all working hard to provide stellar support. Knowing I contribute to that recognition makes me feel proud to be part of this team.”
Life Beyond the Screen
Based in South Africa, Mashaba recently celebrated two major milestones—getting married to her husband, Nash, in 2023 and welcoming their son, Thoriso (meaning blessing) over a year ago.
“My baby is at that stage where he’s finding 100 ways to die every day,” she jokes. “It keeps us on our toes!”
When not in live chat, Lindy enjoys the outdoors, especially hiking up to 10 kilometers, and indulging her foodie side by trying new restaurants or burning down her kitchen with experimental recipes. She’s also a lover of reality TV—“the weirder, the better”—although her husband doesn’t quite share her enthusiasm for Love Island.And here’s a fun fact: Lindy speaks seven of South Africa’s eleven official languages, including English, Xitsonga, Venda, Zulu, Xhosa, Sotho, and Pedi.
Words to Work By
For those considering a future at DreamHost, Mashaba has simple but powerful advice:
“Be curious. Stay humble. And focus on communication. Technical skills can be learned, but empathy and a willingness to grow—that’s what really makes a difference.”
For the next five years, Mashaba sees herself stepping into a leadership or training role, continuing to shape the customer experience and help others grow—just like she has.
Join the DreamHost Team! Are you an enthusiastic and curious individual eager to learn and help others grow? Explore exciting opportunities on our careers site and discover what makes DreamHost a great place to work. Next month, we’ll introduce our WordPress Support Specialist from South Africa, who enjoys cooking, cycling with his daughter, and British television.