Andrea Silas Email Address

Vice President of Technical Support

DreamHost is a global Web hosting and cloud services provider with over 375,000 customers and 1.2 million blogs, websites and apps hosted. The company offers a wide spectrum of Web hosting and cloud services including Shared Hosting, Virtual Private Serve

I’ve been with Dreamhost for 13 years, starting as a Technical Support team member and now as the VP of the team since 2014, reporting to the CEO and now directly to the Board. I have actively participated in the constant scaling and then reorganizing of the TS team with steadily growing responsibilities - I have been promoted four times since my start date in 2003. Under my direction in 2105, the team received a 9.9/10 score from PC Mag hosting customer survey. I participated in our customer community events and was part of creating and then overseeing the Social Customer Care team as part of our efforts to provide ‘support everywhere’ and align our customer service with the company’s brand. My current responsibilities include - as member of the executive management team, overseeing the strategic direction of the Tech Support team and how it fits into current company objectives - creating processes to coordinate 80+ team members - managing relationships with the other departments within DreamHost including the technical and social media and marketing teams - creating and oversing the managed/professional support team - making vendor and tool decisions - overseeing the hiring, internal technical training, and performance Q/A processes - overseeing the inbound sales function - coordinating incident management with problem management and documentation