When change is happening fast, clarity matters even more. That’s where Vivian Ruiz shines.
As a Tech Support Project Coordinator at DreamHost, Ruiz works at the intersection of big projects and customer impact. Her role isn’t just about knowing what’s changing, it’s about translating the why, the how, and the what does this mean for my customer right now? into information her Tech Support teammates can confidently stand behind.
It’s thoughtful work, and a natural next step for someone who has spent nearly six years helping customers and teammates feel informed, prepared, and supported.
A Journey Built on Helping People
Ruiz joined DreamHost in 2018 as a Live Chat agent, quickly discovering that support work was where she thrived. “I love talking to people,” she said. Over time, that love turned into a career path shaped by a desire to help others and improve communication within tech support.
She moved from Live Chat into Ticket Queue Support, where she sharpened her technical knowledge and learned how different support channels operate behind the scenes. From there, she stepped into a Live Chat Captain role, supporting fellow teammates while continuing to assist customers directly.
When an internal opportunity for a Tech Support Project Coordinator opened up, Ruiz saw it as a chance to help on an even broader scale. “It was a different way to keep helping customers,” she explained. “By helping Tech Support, and by giving visibility to the people building and rolling out changes.”
Over a year into the role, things are still moving fast, but that pace is exactly what she enjoys.
Bringing Clarity to Change
In her current role, Ruiz focuses heavily on communication, especially proactive communication. She helps ensure Tech Support understands what’s coming before customers start asking questions.
“What I love most is improving clarity around the why, the how, and the when,” she said. “So support teams feel confident, not caught off guard.”
That confidence makes all the difference. Whether it’s a new payment option, a system update, or a process change, Ruiz works to answer the questions she knows will come up on the front lines. Even when she isn’t making the final decision, she sees value in being the bridge between teams.
“Providing visibility is incredibly valuable,” she said. “It helps Tech Support and our customers have a better experience.”
It’s All About the DreamHost People
Without hesitation, one of her favorite things about her six-year tenure at DreamHost so far is the people.
She speaks openly about the support she’s received from managers and teammates during difficult moments in her life. Support that went beyond policies or checklists.
“It’s real support,” Ruiz said. “Not just ‘take a day off,’ but people genuinely asking what you need and being there for you.”
That culture of care ties closely to the DreamHost value that resonates most with her: being shamelessly honest.
“Whether you’re talking to a customer or your manager, you can say things as they really are,” she explained. “That honesty matters.”
What DreamHost Projects Excite Her the Most
Ruiz is especially excited about DreamHost’s work with AI tools (like our Liftoff AI Website Builder, AI Business Advisor, and AI Content Builder) and expanding access for new types of customers. She loves seeing how ideas evolve from development and testing to real customer use.
“It’s cool to see the process,” she said, “and then watch customers say, ‘This is easy.’”
It also makes talking about her job outside of work a lot more fun. “It’s great because whenever I meet people at a party or out somewhere and they say, ‘I need a homepage real quick,’ I can reply, ‘Hey, did you know we have AI tools that can do that for you quickly and easily?’ We also have a team that can build a free site for you too!” Ruiz said. “It’s a great way to talk about the company at a different level, like, ‘Hey, do you know I work at a cool place?’”
Curiosity, Cats, and True Crime
Outside of DreamHost, Ruiz lives in Bogotá with her three cats: Nuki, Dorcas, and Ragnar (the self-appointed party host of the household). She enjoys hiking, lifting weights at the gym, experimenting with fish recipes in the kitchen, and unwinding with video games and movies.
Ruiz also loves true crime podcasts and, as a former flight attendant, unsolved mysteries, particularly aircraft disappearances and unexplained phenomena like alleged alien contact. She’s a fan of neurological TED Talks, tattoos, and live music even if it means standing in long lines to see her favorite bands.
Above all, Ruiz values balance, independence, and staying curious. All qualities that show up just as clearly in her work as they do in her life outside it.
The Big, Clear Picture
At the core of everything Ruiz does is a simple goal: make things clearer and better for everyone. For the customers. For Tech Support. For DreamHost.
And we’re lucky to have her helping make change make sense.
Want to work with people like Ruiz? Check out our careers page and discover what else makes DreamHost’s culture so special. Meet our next spotlight: an International WordPress Support pro who loves solving website mysteries like a true “Criminal Minds” investigator. Discover how her passion for open-source and an incredibly supportive team helped her transition from nursing to a thriving tech career!