Expert Spotlight: How to be a Customer Care Champion

You may know SiteGround as a technology company offering fast, secure, and reliable hosting and SaaS solutions for building, managing, and growing your online presence. But behind every tool and service is something even more powerful: a team of experts.

These experts are the heartbeat of our innovation, constantly shaping the products and experiences our customers rely on every day. Now, we’re launching a new series, “Expert Spotlight,” to present the brilliant minds that power your success.

Inspired by our dedication to doing everything with care, we decided that the first edition is not only about technical breakthroughs but also about care, dedication, and the human connection that defines everything we do.

At any hour, whether it’s a panicked midnight call or a mid-morning hiccup, someone at SiteGround is ready to help. That’s usually our Customer Success team: the frontline experts who keep your digital world running smoothly, with empathy, precision, and deep technical know-how.

Meet Dimitar Vasilev, a Customer Success Representative who constantly helps our clients achieve online success. His dedication has earned him the top spot as ‘Representative of the Month‘ seven times in the past year – an achievement driven entirely by outstanding customer reviews and ratings.

What do you love most about what you do?

With so many positive customer reviews, can you tell us what you think is the secret to making every interaction with a client a positive one?

I have these few “rules” I always remind myself about:

1. Listen to the client. Make sure you understand their request in depth.
2. Make a connection. The more comfortable the customer feels, the better the conversation will go.
3. Keep the customer up to date so that they know that their case is being actively looked at.
4. Be straightforward. Using plain words will allow the other party to better understand the situation.
5. No matter what the case is, stay positive, encourage and acknowledge any win, big or small success. It’s important that customers feel supported and trust our company in the long run.

What 3 qualities does someone in your shoes need to have in order to be good at what they do?

Dedication. Flexibility. Persistence.

What did you wish people knew about your work?

Your funniest client support situation?

I had this one client who, after every single message, would ask, “Are you there?” At first, I reassured them a few times, “Yes, I’m here!”, but eventually, I decided to lean into it and said, “I’ll always be there for you.”

Once we wrapped up the case, I thought I’d help lighten the mood. I asked if they’d like to hear a joke, and they said yes. So I hit them with: “Are you there?”
They laughed, and I even got a marriage proposal. I guess commitment really goes a long way.

What’s one thing people would be surprised to learn about you?

Is there anything we didn’t ask, but you wish to add?

I was inside my comfort zone for many years until I met my wife. She has always been my motivation, and thanks to her support, I was able to change my life for the better. I did change the country, my job, plus we have the cutest daughter. My other half always believed in me! If there is someone in your life you deeply care about, let them know, and don’t forget to remind them about it. This encouragement may be all they need – and you yourself, too.

How do you balance work and personal life?

Basically, my priorities are: when working, focus on work, and when I go offline, my focus is my family. From biking to playing computer games (yeah, my wife loves watching me do that), I have different hobbies to help me unwind, and that’s very important in order to be able to do good work after.   

Stay tuned for the next editions of Expert Spotlights, where we introduce you to the people behind SiteGround ‘s technologies.