Customer Success · Day One

Welcome to
Hostinger! 👋

Today's the start of something exciting — you're joining a team of 900+ professionals, helping millions of customers worldwide to build their dream online 🚀

Hostinger Awards Ceremony

Today's call

What we'll cover:

01

Who we are 🌍

Hostinger today — our team, mission, and how we achieve it

02

The CSS role and where it goes 🚀

Your growth path — from day one to CX AI Engineer

03

What success looks like 🌟

How we measure performance and what drives it forward

04

Daily tools 🛠️

Everything you need to hit the ground running

Who we are 🌍

We started as a hosting company, and became something much bigger ✨

Since 2004, we've grown from a small hosting provider into an AI-powered platform helping millions of creators and entrepreneurs build online — faster, smarter, and bigger.

5M+
Customers worldwide
150
Countries served
900+
Teammates globally
90%
Conversations automated

What we provide

Web hosting — shared, cloud, VPS
Hostinger Website Builder
Domain names & DNS
Business email hosting
Kodee — our AI assistant
AI tools across hPanel

Your role

You guide AI and tackle
the toughest customer challenges.

🔍

Deep troubleshooting

You investigate the complex cases Kodee can't crack, across our five products: billing, builder, domains, emails, and websites.

🤝

Red-carpet experiences

Customer obsession is our #1 principle. You're not only solving technical issues — you're helping customers navigate them with confidence.

🤖

Make Kodee smarter

You don't compete with AI — you coach it. Notice what it misses, feed the patterns back, and help the system get better with each session.

Hostinger AI tools in action

The CSS role and where it goes 🚀

No fixed timelines — growth is based on impact and consistency.

Stage 1
Customer Success Specialist
Build deep product knowledge across websites, domains, emails, billing, and builder. Solve complex issues alongside Kodee and deliver experiences customers remember.
You start here 🎯
Stage 2
Mentor
You're still a specialist — but now you're helping others climb the learning curve you already conquered. Peer sessions, feedback loops, and real knowledge-sharing.
Knowledge sharing
Stage 3
CS Product Expert
Full mastery across all five products. You crack the hardest cases, spot broken patterns before anyone else does, and actively improve how things work.
Reaching mastery
Stage 4
CX AI Engineer 🚀
Your focus moves from individual cases to managing the system that resolves thousands of them. You make Kodee smarter, session by session.
The future ✨

What success looks like 🌟

What we expect

📖

Live by our 10 principles

Our principles aren't just values on a wall — they're the standard we hold ourselves to every day.

🧭

Take ownership

Don't wait to be told. Spot what needs doing, take responsibility, and follow through.

🎯

Deliver real impact

Not just closing tickets — contributing to better outcomes for customers and the system they rely on.

📊

Stay consistent

Great performance isn't a one-off. We look for sustained results and steady growth over time.

How we keep alignment

🗓️

Weekly catch-ups

Regular conversations with your mentor and TL — aligned on progress, expectations, and next steps

🤝

People Team check-ins

Anna & Augustina check in throughout your onboarding and beyond — growth, wellbeing, and anything in between

📈

Peak Performance Pulse (PPP)

Quarterly reviews that give you a clear picture of where you are and a direction for what comes next

💬

Open communication

Feedback flows both ways here — you'll always know where you stand, and we want to know where you're at too

Your mindset

Things that'll make
a real difference. 💜

🏋️

Take the wheel on your growth

You're in charge of your growth — you spot the gaps, identify what's needed, and drive it forward. Your TL is there to support where needed.

🙋

Don't be afraid to ask questions

Learning is a process — and sometimes we need help. The people who thrive are the ones who ask when they can't find the answers, not keeping questions to themselves.

🔁

Feedback is a two-way street

You'll get direct, honest feedback here — and we expect the same from you. Build the habit of self-reflection, act on what you hear, and speak up if something doesn't feel right.

⚡

Speed matters, but so does accuracy

AI is your biggest ally, but critical thinking is your strongest skill. Confirm information, cross-check sources, and don't let speed compromise quality.

🎯

Impact as the end goal

Tasks are not an end goal in themselves — always think about the tangible impact they have and how you're actively contributing to it.

🌊

Embrace the change

Change is constant here, and that's how we grow. Not only embracing change, but driving it, is what will get you to the next level.

Your core tools 🛠️

These are the platforms you'll be in day-to-day. Your mentor will walk you through each one during onboarding.

💬
Slack
Your main communication hub — team updates, direct messages, channels, and the quickest way to reach anyone at Hostinger.
📅
Google Calendar
Where your schedule lives — training sessions, team meetings, and catch-ups with your mentor and TL.
📚
Sana
Your onboarding platform and learning management system. Training modules, resources, and 25+ external platforms all in one place.
👤
Hibob
The HR platform where you manage your profile, suspension days, documents, and everything people-related.
📖
Confluence
The company's knowledge base — internal docs, processes, product guides, and anything you need to look something up.
📧
Gmail
Your Hostinger email — used for external communication and access to Google Workspace tools.

Your remote setup 🏡

A remote setup comes with freedom — and with responsibility. Here's what we ask.

📶

Stable connection

A reliable internet connection is a must. On days with scheduled meetings, a good microphone and camera are expected too.

🗓️

Committed to your schedule

Absences happen — but communicate them in advance whenever possible. Your team and customers depend on your availability.

🔋

Have a backup plan

Power outages, internet failures — they happen during the time you'll be providing services. Have a backup plan ready so occasional disruptions don't become a pattern.

💬

Be responsive

Slack is how we stay connected. Keep your status updated and respond within reasonable time during the hours you're providing services.

You've got a whole squad behind you 🙌

You're not doing this alone. Reach out via Slack — through channels or DMs — whenever you need anything.

🎓

Training Mentor

Your primary guide through onboarding. Weekly catch-ups, real feedback, and someone who's been exactly where you are.

🧭

CS Team Leads

Each specialist has their own direct TL — but all CS Team Leads are here to support you, regardless of who your DRI is. Don't hesitate to reach out to any of them.

🤝

Fellow CS Specialists

Your peers are one of your best resources. Ask questions, share knowledge, and lean on each other — that's the culture here.

💜

CS People Team

Anna, Augustina & Ingrida — here for HR questions, growth conversations, wellbeing check-ins, or anything you're not sure who else to ask. Always reachable on Slack.

Learning opportunities 📚

We provide access to a wide range of resources. What you do with them is up to you!

🎓

25+ learning platforms

From Udemy and Reforge to Scribd and more — available from day one through Sana. Whatever direction you want to grow, there's a resource for it.

🏫

Internal training & knowledge base

Product training, process guides, onboarding modules — everything is documented and accessible whenever you need it.

🤝

Peer learning culture

Your teammates are one of your greatest resources. Knowledge-sharing, mentoring sessions, and collaborative problem-solving are part of how we engage here.

💡

The opportunity is yours to take

We make the tools available — but growth is self-driven here. The people who get the most out of Hostinger are the ones who actively seek it.

Referral program

Know someone who'd
love it here? 💜

The best teams are built by people who bring in others they genuinely believe in. If you know someone with the right mindset, technical curiosity, and drive — give them the chance to join.

🤝

Collaborate with someone you trust

There's something special about building something great alongside people you already know and believe in.

🌍

Help grow the right culture

You know what it takes to thrive here. By referring people who share that mindset, you directly shape the team around you.

🎁

Bonus as a thank you

You'll also get a bonus in cash for a successful referral — 50% once they join, and the other half once they complete the initial 3 months. Our way of saying thank you for helping us grow!

Hostinger team celebrating

Your first task today

Introduce yourself on Slack! 👋

Head to #team-updates and post a message introducing yourself. Share a photo — and tell the team something fun or real about who you are. They're excited to meet you.

Example Slack intro post

And that's a wrap! 🎉

We hope you enjoy your first week — if anything comes up, just reach out! 💜

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