Emilio Rivera Gonzalez
Bridging people and software, one weird bug at a time.
- 10+ years supporting SaaS, WordPress, and custom web tools
- Proficient in HTML, CSS, JavaScript, DNS, and DevTools
- Skilled communicator across technical and non-technical teams
- Committed to solving technical issues without losing the human side
I’m a support-focused problem solver who’s helped users and teams get the most out of SaaS platforms, WordPress, and custom web tools. I’ve troubleshot everything from login issues to DOM quirks in Chrome DevTools, and regularly work with HTML, CSS, and JavaScript to dig deeper and solve problems fast. My focus is always on clear communication, practical solutions, and a friendly experience every step of the way.
What I’ve Done
GhostInspector.com
Lead Customer Happiness Specialist – 2022 – 2024
Led live product demos that consistently converted 40% of attendees — some months as high as 60%. Served as first point of contact for all support inquiries and helped shape both onboarding and marketing strategy through hands-on work with customers.
“Emilio Rivera, Customer Happiness Specialist at Ghost Inspector, has found a key part of their demos is asking the user what tool or process they’re currently using… And since they’re getting conversions around the 40% range, there’s no reason you can’t too.”
— SureSwift Capital Blog
Read the full post on the SureSwift Capital blog →
Link: https://sureswiftcapital.com/blog/saas-webinars
Jell.com
Lead Customer Happiness Specialist – 2019 – 2022
Supported customers throughout their onboarding journey and day-to-day use of the platform. Rebuilt a full set of marketing and instructional videos to reflect product updates, improve clarity, and better represent the brand. Worked closely with the product and marketing teams to flag issues, improve messaging, and keep customers engaged.
WPtouch.com
Technical Support Lead – 2010 – 2019
Managed global support for WPtouch, a leading WordPress plugin used by millions. Developed comprehensive support documentation and troubleshooting guides, reducing repetitive inquiries and enhancing customer self-service. Maintained up-to-date product knowledge across frequent plugin updates, assisting customers in diverse technical environments.
“Emilio has consistently found a way to help customers through difficult circumstances time and time again— and many customers have remarked over the years that Emilio has provided them with the best support they’ve ever received, anywhere. Incredible!”
Ready the full post on the WPtouch Blog →
Link: https://wptouch.com/today-marks-5yrs-bravenewcode-for-emilio-rivera-our-support-lead/
Contact
Open to new roles, collaborations, or technical discussions. If you’d like to connect, feel free to reach out using the form below.