At Contabo, we believe in recognizing growth, hard work, and the people who help shape our company every day. Ushan’s journey is a perfect example of what’s possible here. From starting as an L1 Customer Support Agent to leading his own team as a Team Lead (L3), his story is one of dedication, adaptability, and continuous learning.
In this interview, Ushan shares his experience of growing within Contabo, adapting to life in the Czech Republic, and how he maintains balance between leadership and personal interests.
Starting the Journey at Contabo
Contabo: When did you start working at Contabo?
Ushan: I joined in April 2022, and it’s been an amazing journey since then.
Contabo: You progressed from L1 to L2 and now to a Team Lead. Can you explain what these levels mean at Contabo?
Ushan: Sure! In customer support, we have different levels based on expertise and responsibilities:
L3 (Level 3) / Team Lead: Beyond technical support, this role involves leadership, mentoring the team, managing workload distribution, and ensuring efficient problem resolution.
Each level comes with more responsibility, and my growth through these stages has been a valuable learning experience. Each year brought new opportunities and challenges that helped me develop professionally.
L1 (Level 1): This is the first line of support, handling basic customer inquiries, troubleshooting, and guiding users through common issues.
L2 (Level 2): A more advanced role, where agents deal with more complex technical issues, requiring deeper knowledge of systems and services.
Working at Contabo and Team Leadership
Contabo: How big is your team now?
Ushan: Initially, I had almost nine people, but after the team reorganization, I currently manage a diverse group with colleagues from Ukraine, Zimbabwe, the UK, and Mexico. Each brings their own unique experiences and strengths.
Contabo: How is communication in such an international setting?
Ushan: Keeping communication simple is key. I’ve found that cultural differences matter less when you focus on clear, concise messaging. More than national differences, individual communication styles play a bigger role.
Contabo: Do you collaborate with other departments regularly?
Ushan: Yes, I work closely with the billing department, technical department, and developers. We frequently collaborate to resolve customer issues efficiently.
Contabo: Was cross-department collaboration difficult?
Ushan: No, everyone is very collaborative. However, I would advise my colleagues to do their due diligence before escalating issues to other departments. It’s important to ensure that we have covered everything on our end before passing tasks forward.
Contabo: As a Team Lead, do you work on weekends?
Ushan: Yes, as a customer support team leader, I have to work once a month on weekends. It’s part of ensuring that the team is supported at all times.
Contabo: What has been the most challenging period for you?
Ushan: As a team lead—handling peak times while ensuring my team stays motivated in dealing with delicate customer cases. I always remind my team that support means support, and we are here for our customers and each other.
From Sri Lanka to the Czech Republic: Adapting to a New Life
Contabo: Before coming to the Czech Republic, you managed a team in Sri Lanka, right?
Ushan: Yes, I managed a small team of four people in a startup. The company grew from six people in the office to about 30 people by the time I left. It was a great learning experience, as I had to handle various responsibilities and adapt to the fast growth of the company.
Contabo: Did you come straight from Sri Lanka to work in the Czech Republic? You’re based in Prague, right?
Ushan: Actually, I first arrived in Brno, another city in the Czech Republic. My wife received a scholarship to pursue a graduate degree in business administration, and we moved here together. After a short wait, I started working in another company in Brno in 2018, and eventually found my way to Contabo.
Contabo: Did you experience any cultural shock?
Ushan: My wife had been more familiar with the country, which helped me settle in better. But yes, the biggest difference was the climate. It’s much colder here compared to tropical Sri Lanka.
Contabo: What was the temperature difference like?
Ushan: In Sri Lanka, it’s usually between 25 to 30°C, so adapting to the much cooler temperatures here was challenging at first. It was quite a contrast, but over time, I got used to it.
Contabo: Did you find the Czech language difficult?
Ushan: Yes, it’s quite hard, but that’s normal for any new language. It takes time and effort to get used to it. Although I primarily work in English, understanding basic Czech helps in day-to-day life.
Contabo: Do you know more international people or local people?
Ushan: I actually know more international people than Czech people, mainly because Contabo is such an international company. It creates an environment where you feel like you’re in the Czech Republic but surrounded by diverse cultures.
Contabo: Do you have all your team members in the Czech Republic?
Ushan: Yes, except for one team member who is based in Germany.
Contabo: Do you sometimes go to the office?
Ushan: A couple of times a month. Contabo is remote-first, so I mostly work remotely, which provides great flexibility.
Work-Life Balance and Personal Interests
Contabo: What do you like to do in Prague during your free time?
Ushan: I love traveling with my family and exploring countries outside of the Czech Republic. So far, I have visited 20 countries, and Prague’s central location makes it easy to travel around Europe.
Contabo: Do you visit your home country often?
Ushan: I go back about once every two years.
Contabo: What is the best season to visit Sri Lanka?
Ushan: August to November is the best time to visit.
Contabo: I understand you’re a cricket fan—how do you keep up with matches given the time difference with Asia, Australia, and the West Indies?
Ushan: Sometimes I set an alarm to wake up early and watch the games live. Other times, I catch up on highlights during lunch breaks—like today, I watched highlights of the Pakistan vs. West Indies match.
Looking Back and Moving Forward
Contabo: Looking back at your journey, what advice would you give yourself when you first started as a customer support agent at Contabo?
Ushan: I would tell myself to raise my voice when needed—it will be heard. It took me time to realize that asking questions earlier could have made my journey smoother, as everyone is very supportive and willing to listen.
Contabo: You’re an example of career growth in our company. What advice would you give to someone looking to grow within the company?
Ushan: Always do the right thing and give your best at all times. Stay focused on your assigned tasks but also show initiative—take on the difficult tickets that others might avoid. Proactiveness, consistency, and a willingness to improve are key.
Contabo: Thank you for sharing your experience with us, Ushan! It’s great to have you on board, and we look forward to seeing more of your contributions and growth at Contabo.