Wayne Li
Customer Success Manager @ AIShield Co. Ltd. 艾盾資科股份有限公司
About
I’m a bilingual (Mandarin/English) Customer Success professional with over 7 years of experience across customer-facing roles — from retail and F&B to SaaS and EdTech. Over the past 2+ years, I’ve worked in global EdTech SaaS environments, focusing on scalable onboarding systems, self-service enablement (Knowledge Base, Chatbot, User Guides), and cross-functional collaboration with sales, product, engineering, and marketing teams. I’m known for turning scattered feedback into structured, actionable strategies and navigating ambiguity with calm, thoughtful execution — especially in fast-paced or early-stage product environments. My sweet spot lies at the intersection of user experience, product alignment, and communication. I believe that great user success doesn’t just come from fixing problems — it’s designed from the start. 🔧 Strengths: Product-Driven CS Ops, Onboarding Strategy, Scalable Support Systems 🛠 Tools: Salesforce, Freshdesk, Notion, ClickUp, Jira, AI Chatbot, LMS (Canvas, ClassLink)
Taiwan
New Taipei City
Computer Software
Customer Success, Customer Onboarding, Customer Experience, Project Management, Product Enablement, Customer Relationship Management (CRM), User Research, Product Strategy, Cross-functional Collaboration, Knowledge Management, Survey Design, Market Research, Analytical Skills, Data Analysis, Reporting & Analysis, Customer Service, Technical Support, Social Media Marketing, Workflow Optimization, E-commerce Optimization
Experience
Customer Success Manager
AIShield Co. Ltd. 艾盾資科股份有限公司
Taipei City, Taiwan
Customer Success Manager
ViewSonic
New Taipei City, Taiwan
I helped scale customer success for global EdTech SaaS products — improving onboarding flows, building scalable support systems, and aligning CS operations across global teams. Key Highlights: - Led the design of a global CS Operations Framework, integrating Salesforce and Freshdesk across 10+ regions to standardize workflows and role clarity - Increased first-week activation by 25%+ through onboarding pop-ups, tutorial UX writing, and LMS flow optimization (Canvas, ClassLink) - Built a centralized Help Center, Knowledge Base, and Download Portal, reducing ticket volume by 25%+ and improving user self-sufficiency - Launched a 24/7 AI chatbot to handle FAQs, deflect repetitive tickets, and support user engagement - Collaborated with Product, Legal, and QA teams to align SOPs with privacy policies, feedback systems, and product documentation
Customer Service Specialist
TaskUs
Taipei City, Taiwan
Supported a high-volume B2C support operation for a leading global digital platform, with responsibilities across user satisfaction, knowledge base development, and process optimization. Key Highlights: - Responded to 100+ user inquiries per day while maintaining a 95%+ CSAT, consistently delivering fast and empathetic support - Created and maintained a searchable case-response knowledge base, reducing average resolution time by ~20% - Identified recurring issues and user friction points, compiling weekly feedback reports for internal improvement discussions - Collaborated with internal QA and training teams to streamline support workflows and enhance knowledge-sharing practices
Marketing Coordinator
YUSHUANG INC.
New Taipei City
- Conducted competitive research and turned insights into strategy recommendations for sales and marketing - Planned and executed social media campaigns across multiple platforms, ensuring consistency with overall brand objectives - Monitored feedback, engagement, and sales trends to fine-tune messaging in real time
Teaching Assistant – Summer & Winter Camp
START EDUCATION EXPERT
New Taipei City, Taiwan
- Helped manage classroom logistics for 100+ students, ensuring smooth delivery of planned activities - Prepared and organized learning materials to support effective teaching - Tailored engagement methods to match students’ learning styles and boost confidence
Education
National Taipei University of Technology
English Language and Literature, General
Wayne Li's Contact Information
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