Technical Support / Customer SupportRewardful (saas.group)

Technical & customer support for a SaaS affiliate/payments platform — client- and server-side merchant integration and onboarding, SQL/Metabase data work, and internal tooling.

November 2020 – Present · Remote

• Guided merchants and developers through client-side and server-side implementation of Rewardful's affiliate tracking, attribution, and conversion-tracking during onboarding — JavaScript snippets, server-side APIs, and webhooks.
• Hand-wrote procedural Python scripts for recurring merchant backend work — bulk CRUD data manipulation via Rewardful's public APIs for merchants without their own dev teams — cutting turnaround from days to hours and taking up to ~5–10 requests/week off Engineering at peak.
• Wrote and standardized reusable PostgreSQL queries to deliver custom data enterprise merchants needed but the default UI didn't expose — one well-formed query reusable across any merchant — cutting turnaround from days to minutes on ~5–10 enterprise data requests/week.
• Shipped a no-code Stripe Payment Links tracking snippet — dependency-free JavaScript that merchants paste in themselves (carrying the tracking ID via `client_reference_id`), covering ~80–90% of Payment-Links setups before official platform support existed.
• Streamlined the managed-payouts process — roughly 30% of the support team's daily load — by generalizing the data required by the contracted third-party payout/compliance platform, with Rewardful positioned between the payee and the withdrawal processor.
• Built an internal support-analytics tool that runs a local LLM over support conversations, classifying them into custom buckets to surface feature-request signals and emerging query trends for Product and Engineering — with no customer data leaving the environment.
• Assessed merchant tech stacks and delivered technical implementation recommendations; built custom tooling for cross-team support needs.
• As the first dedicated support hire, built repeatable triage and workflows that cut median first response from 24h to under 2 minutes.
• Authored and standardized the brand support team's core processes, runbooks, and documentation.

Integrations SpecialistMyWiFi Networks & brick&mobile

October 2012 – August 2020 · Remote

• Onboarded and integrated new resellers onto the platform, delivering hands-on technical implementation and setup support.
• Built the company knowledge base from the ground up and established the internal support processes staff followed.
• Delivered direct account support and retention solutions to clients across the platform's services.
• Supported day-to-day operations directly alongside company leadership.

Earlier Career

2009 – 2012

• Research Assistant — Institute of Biology, University of the Philippines (2012): Ran field and laboratory trials for a tilapia vaccine; managed research operations and lab supply procurement.
• Freelance Virtual Assistant — Upwork (2011 – 2012): Delivered research and support work for international clients, including a technical research article on cobia mariculture.
• Fry Operations Specialist — San Miguel Foods, Inc. (2009 – 2011): Introduced a new breeder line and improved regional tilapia fry production; owned data collection and daily facility reporting.