Meet Gillad, a L1 Customer Support Specialist at Contabo. Over the past year, he has not only handled customer inquiries and support tickets but also taken the initiative to improve internal processes and contribute to the team’s overall efficiency. Gillad goes beyond the typical responsibilities of his role—whether it’s assisting new team members during onboarding or suggesting improvements that enhance the customer experience. His proactive approach and dedication make him a valuable part of the support team.
Contabo: How did you start your journey at Contabo, and what led you to your current role?
Gillad: I joined Contabo in December 2023 as an L1 Customer Support Specialist. Since then, I’ve been handling customer support tickets and calls, primarily for the German market, while also expanding my responsibilities to include onboarding and training new team members. It’s been a great opportunity to grow professionally.
Contabo: How does it feel to be celebrating your one-year anniversary at Contabo?
Gillad: It feels amazing! When I first joined, a lot of things weren’t working perfectly, but we’ve made huge improvements over the past year. Our processes have become more efficient, KPIs are steadily improving, and the team is growing stronger. Looking back, it’s been a really rewarding journey, and I’m excited about where we’re headed.
Contabo: Can you feel the growth of the company in your day-to-day work?
Gillad: Absolutely. The growth is evident in both volume and quality. We’ve introduced better features, changed to a new ticketing system, hired more support specialists, launched a new control panel, introduced better pricing, and added more promotions. We’ve also made the customer portal more user-friendly and improved overall customer satisfaction. These changes reflect the company’s commitment to growth, and it’s exciting to be part of that evolution.
Contabo: What’s unique about working at Contabo compared to other companies you’ve worked with?
Gillad: The remote work setup is a huge advantage for me. Being based in Berlin, I appreciate how flexible my schedule is. It allows me to manage my personal life and professional responsibilities seamlessly. For example, I do dog-sitting, so working from home gives me the flexibility to care for dogs while staying productive.
Instead of a typical coffee break at the office, I take five-minute breaks to walk the dogs. It’s a refreshing change and a privilege I really value. On the flip side, the one downside to remote work is not seeing colleagues in person as much, but company events bridge that gap. I’m really looking forward to our next Christmas party or summer office event where I can meet everyone face-to-face.
Contabo: Can you walk us through what a typical day looks like in your role? What are your key responsibilities?
Gillad: My day is a mix of handling customer tickets and training new agents for the German market. It’s a dynamic role that keeps me engaged. The team operates 24/7, though I don’t work night shifts. My shifts change, but the schedule is shared in advance, so it’s easy to plan around it. I will soon start my new position as Rating Manager, and I’m really looking forward to continuing my contribution to the operation of our company from the Customer Excellence team.
Contabo: How was your onboarding experience when you first joined Contabo?
Gillad: I joined in mid-December, which was a quiet period. That worked out perfectly for me, as it gave me time to have a gradual onboarding process. My team leader, who is still my leader today, Luka (Haykaram), mentored me, and the journey was very smooth. After about a month, I felt autonomous in my role, but the support during that first month was invaluable.
The onboarding process at Contabo is very flexible and tailored to each team. Over the past year, I’ve seen it become even more fine-tuned, which is great for new joiners.
Contabo: Can you tell me about an initiative or improvement you’ve made during your time at Contabo?
Gillad: Contabo has an open culture that encourages us to bring ideas forward. In the summer, I worked on improving our support templates. I proposed a new structure, and my colleagues, especially those in Prague, were very open and supportive. The changes were implemented successfully, and it really streamlined our processes.
What I love is that this isn’t a one-off thing—there’s always room for innovation. If you see something that can be improved, you’re encouraged to bring it up, and the team works together to make it happen.
Contabo: How does your team collaborate, especially given that you’re in Berlin while the rest of your team is in Prague?
Gillad: Remote work means location doesn’t really matter. My colleagues in Prague are amazing to work with, and they come from all over the world—Montenegro, Italy, Spain, Ukraine, and more. The diversity brings a unique energy to the team, and everyone is focused on working together to achieve the best results.
Even for the German market, not everyone is based in Germany. It’s truly an international team, and that’s one of the things I appreciate most about working here.
Contabo: How has living in Berlin influenced your work-life balance?
Gillad: Berlin is a very cosmopolitan and vibrant city. I’ve been here for five years, and I love how it blends a fast-paced lifestyle with a laid-back culture. Working remotely from Berlin allows me to fully enjoy everything the city offers while staying productive.
Contabo: Tell me something funny that you want the world to know about you.
Gillad: I started learning Finnish as a joke, but it spiraled out of control, and now I can hold basic conversations—though mostly in slang and curses, thanks to my friends. I also speak Hebrew, German, English, and a bit of Spanish. I’ve even learned some formal Arabic. Languages are definitely a fun hobby for me!
Contabo: We have several positions open at the moment in the Support team. What advice would you give to someone starting at Contabo?
Gillad: Don’t hesitate to bring your ideas forward. Contabo is a place where your voice matters, and people are willing to listen and collaborate. Also, take your time during onboarding—ask questions and soak up as much as you can. It’s a great environment to grow both personally and professionally.