Technical Support Specialist (based in Thailand) - night hours

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� Description

• • Own the customer journey from first question to full resolution, delivering expert-level technical support on Hostinger’s full product suite via live chat and ticketing systems during night hours. You will be the calm, knowledgeable voice that turns confusion into clarity for over 3 million global users.
• • Diagnose and resolve complex hosting issues—ranging from DNS propagation and SSL misconfigurations to WordPress plugin conflicts and email delivery failures—by translating technical jargon into step-by-step guidance that non-technical entrepreneurs can follow with confidence.
• • Act as a 24/7 guardian of uptime and customer trust by monitoring recurring pain points, documenting root causes, and feeding actionable insights to Engineering, Product, and AI teams so that future customers never experience the same problem twice.
• • Continuously enhance Kodee, Hostinger’s AI assistant, by training it on real-world ticket data, refining its knowledge base, and testing new conversational flows that reduce average handle time while boosting customer satisfaction scores.
• • Rotate through weekend and holiday coverage as part of a tight-knit, fully-remote squad that spans Bangkok, Chiang Mai, Khon Kaen, and Nakhon Ratchasima. Your schedule is published weeks in advance, giving you the freedom to plan life around work—not the other way around.
• • Collaborate cross-functionally with Product Managers, UX Researchers, and Marketing to pilot new support channels (think WhatsApp Business or in-app chat) and co-create help-center articles, video tutorials, and micro-courses that scale self-service.
• • Stay ahead of the curve by mastering every Hostinger product update—whether it’s a new hPanel feature, a LiteSpeed caching tweak, or an AI Website Builder release—so that your advice is always accurate, relevant, and future-proof.
• • Champion a culture of relentless improvement: run weekly retros, propose automation scripts, share macro libraries, and mentor junior agents, turning individual wins into collective excellence across the Customer Success organization.
• • Leverage data to tell the story behind every interaction. You’ll track CSAT, FCR, and NPS trends, then present findings in monthly Town Halls that influence roadmap priorities and directly shape the next generation of hosting tools.
• • Celebrate customer milestones—first sale, 100th subscriber, viral blog post—by sending personalized kudos, spotlighting success stories on social media, and reinforcing Hostinger’s mission to make online success possible for anyone, anywhere.