AI-Powered Automation Specialist, Customer Success (Inbound)

Instructure, Inc.; Manila; Hybrid; PHP 420,000 - 840,000; Full time

Benefits offered by this job

Ownership program

Flexible work culture

Generous time off

Wellness programs

Tuition reimbursement

Learning resources

Job summary

Instructure, Inc. is hiring an Automation Specialist, Customer Success (Inbound) to optimize the inbound queue through automation, AI-assisted triage, and proactive customer guidance.

You’ll work with Salesforce, Gainsight, Front, and AI tools to speed resolutions and reduce repetitive work. You’ll triage requests, identify at-risk customers, guide self-service resources, and maintain records in Salesforce/Gainsight, while collaborating with Finance for blockers and sharing learnings with the

Qualifications

• College degree or equivalent required.
• Demonstrated ability to use AI and automation tools to streamline workflows.
• Excellent written and verbal communication with empathy and clarity.
• Ability to set expectations and drive issues to completion under time pressure.
• Strong problem-solving and quick triage of complex situations.
• Multitask effectively in a changing environment.
• Collaborate with internal and external resources strategically.

Responsibilities

• Bring and pilot automation ideas using Salesforce, Gainsight, Front, and AI tools.
• Use AI tools daily to synthesize context and speed up complex inquiries.
• Triage requests to distinguish support, adoption blockers, and opportunities.
• Identify at-risk customers and escalate to prevent churn.
• Guide customers to self-service resources for faster value.
• Utilize internal AI agents and Knowledge Base tools for accurate responses.
• Own communication in the inbound queue across email, Slack, Jira.
• Maintain customer interaction records in Salesforce and Gainsight.
• Collaborate with Finance and AR to resolve blockers.
• Identify trends and turn recurring questions into reusable automations.
• Share patterns with Content team for toolkit creation.
• Review customer base to surface growth opportunities to Sales.

Skills

AI & Tech Savvy

Exceptional communication

Triage & problem solving

Multitasking

Team mindset

Education

Bachelor or equivalent

Tools

Salesforce

Job description

Instructure, Inc. is hiring an Automation Specialist, Customer Success (Inbound) to optimize the inbound queue through automation, AI-assisted triage, and proactive customer guidance.

You’ll work with Salesforce, Gainsight, Front, and AI tools to speed resolutions and reduce repetitive work. You’ll triage requests, identify at-risk customers, guide self-service resources, and maintain records in Salesforce/Gainsight, while collaborating with Finance for blockers and sharing learnings with the