About DatHost
DatHost is a game server 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.
Role overview
The customer support contractor is responsible for owning the DatHost support experience end-to-end, ensuring customers receive prompt, empathetic, and solution-oriented help across tickets. This person proactively identifies issues, shares insights with the team, and contributes to documentation and process improvements to reduce tickets over time.
Responsibilities
Own 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 & 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 & 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.
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.
- High fluency in English (written and spoken).
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.
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.
Interested?
Please send an email to jobs@dathost.net with your CV & a few words on why you think you’re a good fit for this role. Even if you’re early in your career, we’d also love to hear about any projects you’ve already been involved in and what you learned from those.
