Automation-Driven Customer Success Specialist (Inbound)

Instructure, Inc.; Philippines; Remote; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Ownership program

Flexible work culture

Generous time off

Wellness programs

Tuition reimbursement

Tools for success

Motivosity recognition

Inclusive culture

Job summary

Instructure is seeking an Automation Specialist, Customer Success (Inbound) to optimize our inbound queue using automation and AI tools. You will triage non-technical requests, identify at-risk customers, and drive efficiency by building automations with Salesforce, Gainsight, Front, and AI aids like Claude or Gemini.

You’ll lead with empathy, maintain customer records in Salesforce and Gainsight, and collaborate with Finance to resolve blockers, while promoting self-service resources to

Qualifications

• AI/automation tools to streamline workflows and increase efficiency.
• Strong written and verbal communication with empathy and clarity.
• Ability to manage expectations and resolve issues under time pressure.
• Strong problem solving and triage of complex situations.
• Multitask and adapt in a changing environment.
• Team-oriented with proactive collaboration.

Responsibilities

• Spot repetitive, high-volume patterns and propose or build automations using Salesforce, Gainsight, Front, and AI tools.
• Use AI-powered tools to synthesize context and speed up complex inquiries.
• Triage incoming requests to distinguish between support issues, adoption blockers, and opportunities.
• Identify at-risk customers based on sentiment and inquiry type; escalate as needed.
• Guide customers to self-service resources to foster independence and faster value.
• Maintain records in Salesforce and Gainsight for a complete view of customer health.
• Collaborate with Finance and AR to resolve billing blockers.
• Surface growth opportunities to the Sales AE based on inbound signals.

Skills

AI & automation

Communication

Triage

Problem-solving

Multitasking

Education

Bachelor's degree or equivalent

Tools

Salesforce

Gainsight

Front

Jira

Slackbot

Job description

Instructure is seeking an Automation Specialist, Customer Success (Inbound) to optimize our inbound queue using automation and AI tools. You will triage non-technical requests, identify at-risk customers, and drive efficiency by building automations with Salesforce, Gainsight, Front, and AI aids like Claude or Gemini.

You’ll lead with empathy, maintain customer records in Salesforce and Gainsight, and collaborate with Finance to resolve blockers, while promoting self-service resources to