When Laura joined DreamHost in October 2018, she started on Live Chat\u2019s \u201cGreetings team,\u201d helping customers with general inquiries. Fast forward to today, she\u2019s 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.<\/p>\n\n\n\n
\u201cThe biggest challenge is helping customers who don\u2019t realize hosting is a subscription. A lot of my job is about explaining things clearly, with empathy, and making sure people feel supported.\u201d<\/p>\n\n\n\n
But it\u2019s not just about numbers or answering billing questions; it\u2019s about building relationships and understanding people. One standout story involved helping a grieving daughter navigate her late mother\u2019s 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.<\/p>\n\n\n\n
\u201cIt was all about making it as simple as possible for her. Copy and paste level simple. That\u2019s what superhero service means to me.\u201d<\/p>\n\n\n\n One of Laura\u2019s proudest projects so far at DreamHost was helping pioneer DreamHost en Espa\u00f1ol. 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<\/a>) that has now grown into a fully bilingual (Spanish and English) DreamHost experience: from our Help Center to social media.<\/p>\n\n\n\n \u201cI was part of the team that said, \u2018Let\u2019s do this in Spanish.\u2019 Now, almost everything, from support docs to blog posts, is available in both languages. That\u2019s huge.\u201d<\/p>\n<\/blockquote>\n\n\n\n (P.S. Looking for our Spanish Instagram handle? It\u2019s @dreamhost_es)<\/p>\n\n\n\n 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\u2019t looked back. \u201cMy wife says I\u2019m like a wizard with billing. I don\u2019t know why I love it, but it\u2019s my thing.\u201d<\/p>\n\n\n\n She\u2019s 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. <\/p>\n\n\n\n \u201cAt first, I was scared to ask questions. But here, everyone helps. No hierarchy. Just learning.\u201d<\/p>\n\n\n\n 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. <\/p>\n\n\n\n Laura\u2019s passion doesn\u2019t 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\u2019s 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!\u00a0<\/p>\n\n\n\n And here\u2019s a cool, hidden talent: Laura was a former inline speed skater, once featured in a Panamanian newspaper at age 13. <\/p>\n\n\n\n These days, she\u2019s more into salsa dancing, her jam! Though she admits the late-night bar scene isn\u2019t as appealing anymore, she still enjoys hitting the dance floor. \u201cI\u2019ll dance with anyone! But when they see the wedding ring, they\u2019re like \u2018bye.\u2019 I\u2019m like, it\u2019s just dancing!\u201d<\/p>\n\n\n\n To Laura, being a DreamHoster means more than just doing great work. It\u2019s about being herself, completely.<\/p>\n\n\n\n \u201cDiversity. 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.\u201d<\/p>\n<\/blockquote>\n\n\n\n It\u2019s 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! <\/p>\n\n\n\n![\"\"](\"https:\/\/www.dreamhost.com\/news\/wp-content\/uploads\/2025\/08\/Laura-and-her-wife-1024x768.jpg\")
<\/figure>\n\n\n\nA Bilingual Mission<\/strong><\/h2>\n\n\n\n
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Billing Is Her Happy Place (Yes, Really)<\/strong><\/h2>\n\n\n\n
![\"\"](\"https:\/\/www.dreamhost.com\/news\/wp-content\/uploads\/2025\/08\/Laura-and-her-family_DH-Tech-Support-Spotlight-1024x614.jpg\")
<\/figure>\n\n\n\nWhen She\u2019s Not Captaining Billing\u2026<\/strong><\/h2>\n\n\n\n
Living the Dream, Authentically <\/strong><\/h2>\n\n\n\n
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