Technical Customer Success Specialist | Based in South-East Asia

Hostinger

10d • Remote

About The Position

We are shaping the future of online success powered by AI and driven by people. With over 900 professionals and 5 million customers in 150 countries, we help creators and entrepreneurs bring their ideas to life faster and easier than ever before. At Hostinger, over 85% of customer conversations are already handled autonomously by Kodee, our AI agent. The customer issues that reach our specialists are the ones that require real problem-solving: complex technical issues, and situations where human judgment still matters most. As your expertise grows, so does your impact - from helping individual customers to improving how thousands of similar customer issues are handled automatically in the future. This is an opportunity for those who find an ever-changing role more motivating, not less. We're looking for people who are genuinely drawn to working closely with AI, eager to understand how it works and make it better — people whose work compounds over time instead of resetting every shift. Show us how you think about technical problems, and what you've already built or improved using AI in your own work.

Requirements

• Fluent English — both written and spoken.
• Proven technical troubleshooting experience: diagnose and fix complex technical issues — in hosting, infrastructure, or similar environments.
• Understanding of web hosting fundamentals (domains, DNS, email systems, websites setup).
• Actively using AI tools and automation in your work or personal projects.
• Ability to simplify technical concepts into clear, actionable guidance for customers of all experience levels.
• Curious in a way that goes beyond the job description — test new tools, initiate learning, and ask questions that don't have obvious answers.
• Comfortable with uncertainty and fluid responsibilities, adapting as the role evolves.
• Uses self-reflection as a tool for growth, looking inward to identify areas of improvement.

Nice To Haves

• Direct experience with WordPress, hPanel, cPanel, hosting environments, or website management tools.
• Experience directly working with and contributing to AI-powered tools, automations, and chatbots as a core responsibility.
• Ability to identify patterns, improve workflows, and contribute ideas that help support scale smarter.

Responsibilities

• Build deep product knowledge across all five areas: websites, domains, emails, billing, and builder tools, along with the internal tools and processes.
• Handle customer issues via live chat and tickets, helping customers achieve their online success by fixing root causes, walking them through resolutions, and providing additional resources to grow their knowledge.
• Directly contribute to improving our AI Agent, Kodee, by identifying bugs, providing feedback, and thinking strategically.
• Contribute to how the team learns through peer-to-peer learning sessions and feedback loops.
• Contribute to the systems and tools that shape customer experience at scale — helping ensure interactions stay fast, accurate, and genuinely helpful.
• Improve workflows, identify recurring pain points, and collaborate with AI-powered systems.
• Step into situations where human judgment matters most.
• Continue evolving the role alongside technology to create exceptional customer experiences through a combination of technical thinking, adaptability, and human understanding.

Benefits

• 5-week initial period designed to support you in delivering great customer experiences through knowledge of Hostinger’s products, tools, workflows, and more.
• Ongoing access to our learning management system, internal training sessions, and 25+ external learning platforms and libraries (Udemy, Reforge, Scribd, and more).
• Flexibility to provide services from home.
• Service timelines (morning, day, night, and/or weekends) are discussed and agreed upon in advance to support balanced coverage and personal priorities.
• Home office support to help create an efficient workspace.
• 20 paid and 30 unpaid suspension days per year for rest or recovery.
• Participation in community initiatives that promote wellness, hobbies, and shared interests.
• Celebration of milestones through Hostinger’s virtual gatherings, community events, and recognition moments for achievements such as weddings, graduations, or other personal celebrations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed