DatHost
Expires in 22 days
Customer Support Champion
Full-time
Remote
Contract
Who we are looking for
A successful candidate would be responsible for owning the DatHost support experience end-to-end, ensuring customers receive prompt, empathetic, and solution-oriented help across tickets. This candidate proactively identifies issues, shares insights with the team, and contributes to documentation and process improvements to reduce tickets over time.
or
Highlights
Salary (yearly)
€36K - €44K
This is a 1-year contract covering paternity leave, with a good chance to grow into a permanent role.
Relevant experiences
Experience owning customer support end to end in a SaaS, hosting, or developer-facing product
Proven ability to handle support tickets independently, ensuring timely, empathetic, and solution-oriented responses
Experience identifying recurring issues from support conversations and feeding insights back into product, engineering, or operations
Comfortable creating and maintaining FAQs, help articles, and internal documentation that reduce repeat questions
Strong written communication skills, with experience responding to users across tickets, reviews (e.g. Trustpilot), and async channels
Experience working in a small team or early-stage company, with a willingness to take ownership beyond a narrowly defined role
Familiarity with game server hosting, multiplayer games, or similar technical environments (e.g. Minecraft, CS, Valheim, Hytale mods/plugins)
Ability to perform basic technical tasks and troubleshooting with guidance (e.g. updating mods, plugins, configs)
Experience working remotely with a high degree of self-organization and accountability
Nice to Have
Previous remote support, community management, or SaaS experience with a proven track record of managing support inquiries.
Experience creating and maintaining FAQ/knowledge bases and support documentation.
One or more additional languages beyond English
Knowledge of GDPR, account recovery procedures, billing and chargebacks.
Who are we?
About DatHost
DatHost is a gameserver hosting provider that supports games like CS, Valheim, Minecraft and Hytale. We help gamers enjoy multiplayer game experiences with their friends.
Unlike most other game server hosting providers, we’ve built our own game server management software and infrastructure ourselves from scratch. We’ve done this in order to build the best possible user experience. We realize that most players that come to us just want to get on the server and start playing with their friends, so we focus on making things as simple as possible with as few interruptions to their gaming experience as possible.
DatHost is a small team of 5 people today, so you’ll join at an early and exciting stage in the company’s journey.
Be the champion for gamers on our platform.
Responsibilities
Own the customer support experience
Be the first point of contact for support requests via ticketing system
Ensure users consistently receive helpful, prompt, and respectful replies, striving for high customer satisfaction (measured by feedback and reviews)
Take strong ownership of customer outcomes, ensuring no request is left hanging and following through until resolution.
Timely communication
Proactively monitor and respond to incoming tickets and messages during agreed working hours, aiming for fast first response and resolution times.
Keep customers informed on progress, next steps, and expected timelines in clear and simple language.
Escalation and Feedback
Identify and communicate common or recurring issues from the support inbox (and other channels) to the team.
Proactively research new issues (for example around new hosted games) and propose or escalate solutions when needed.
Champion customer issues internally, using trends in tickets, reviews, and players conversations to suggest product and process improvements.
Create simple reports on key support metrics and KPIs (e.g. response times, ticket volume trends, satisfaction indicators, Trustpilot trends) and highlight areas of improvement and opportunities for DatHost.
Knowledge and Documentation
Create and update FAQ and self-help articles as new topics emerge, reducing repetitive tickets over time.
Translate complex technical processes into clear, user-friendly documentation and guides.
Contribute to and maintain an up-to-date knowledge base for both customers and internal use.
Quality Improvement
Suggest and help implement improvements to support workflows, macros, templates, and tooling.
Use data, trends, and customer feedback to propose changes that improve efficiency, quality, and customer experience.
TrustPilot Reputation
Respond professionally and proactively to Dathost Trustpilot reviews.
Identify review trends and share insights and improvement ideas with the team.
Technical Upkeep
Keep mods/plugins up-to-date in coordination with technical staff.
Perform basic technical tasks (e.g. updating mods/plugins) and troubleshoot common issues within the game server hosting environment.
Ad-hoc
Take on other tasks conducive to client and team satisfaction as time allows
Contribute ideas beyond standard support (e.g. content, community, process tweaks) that enhance the overall DatHost customer experience.
Built for ownership
Requirements
🔎
Core requirements
Able to reliably cover at least 6 hours overlap with core Europe business hours.
Demonstrated proactive, solution-oriented approach; actively looks for ways to help customers and improve support processes
Strong ownership mentality with examples of having found and solved problems beyond strict responsibilities in past roles.
Learning mentality, with a track record of self-directed learning within and outside their field.
🤝
Customer and communication skills
Excellent customer service orientation: empathetic, patient, and clear communicator able to explain complex technical concepts in simple terms.
Excellent written communication across channels: async ticket replies, Trustpilot responses, FAQ documentation, and social media or community interactions.
Transparency in communication, with willingness to escalate issues quickly and honestly when needed.
📝
Organization and self-management
Strong organizational and follow-up discipline: keeps meticulous track of tickets, follow-ups, deadlines, and documentation.
Ability to self-manage and work independently in a remote setup, prioritizing across multiple responsibilities without constant oversight.
🎮
Technical and domain profile
Comfortable with game server hosting environments, especially CS2, Hytale, Minecraft, or similar.
Able to update community mods and plugins with guidance and perform basic troubleshooting.
DatHost is a leading provider of dedicated game hosting server solutions, empowering gaming communities worldwide. Built on our own technology, we deliver game servers that "just work," offering instant setup, unparalleled performance, and transparent pricing.
DatHost is bootstrapped & profitable. We’re a tiny, high-ownership team of 5 that loves staying lean, focused, and fast.
Key stats
34
5
4.6/5
Our culture
📈
Passion for Gaming
✨
Transparency & Trust
We believe in clear, straightforward services with no hidden fees or limitations, fostering trust with our users.
🤝
Entrepreneurial
We proactively take on more responsibility and get shit done.
