Inbound Digital Customer Success Specialist

Instructure; Manila; Hybrid; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work culture (remote, hybrid,

In-office collaboration spaces

Job summary

Instructure is hiring an inbound Digital Customer Representative to serve as the first line of defense for global customers, handling non-technical inquiries with empathy and precision. You will triage, leverage AI tools, and guide users to self-service resources, while maintaining comprehensive customer records.

The role emphasizes collaboration with Finance and AR teams, and growth opportunities within a dynamic EdTech environment.

Qualifications

• College degree (Bachelor or equivalent).
• AI & Tech Savvy: Demonstrated ability to use AI and automation tools to streamline workflows, process information, and increase personal efficiency.
• Exceptional communication skills, both written and verbal, with a focus on empathy and clarity.
• Capacity to set correct expectations and manage issues to completion under time pressure.
• Strong problem-solving skills with the ability to triage complex situations quickly.
• Multitask and prioritize tasks in a changing environment.
• Strong team mentality, utilizing internal and external resources strategically and tactically.

Responsibilities

• Own communication in the Customer Success inbound queue (email/slack/Jira), acting as the primary point of contact for non-technical customer inquiries.
• Leverage AI-powered tools to enhance daily productivity, rapidly synthesizing customer context and accelerating the resolution of complex inquiries.
• Triage incoming requests to distinguish between support issues, strategic adoption blockers, and commercial opportunities.
• Identify 'at-risk' customers based on sentiment and inquiry type, escalating to leadership or specialized teams when necessary to prevent churn.
• Guide customers to existing self-service resources (Community, Knowledge Base, Toolkits) to foster independence and faster time-to-value.
• Utilize internal AI agents and Knowledge Base tools to retrieve answers efficiently and assist in drafting accurate, empathetic responses.
• Maintain accurate records of customer interactions in Salesforce and Gainsight to ensure a complete view of customer health.
• Collaborate with the Finance and AR teams to quickly resolve billing or administrative blockers that frustrate customers.
• Identify trends in inbound questions to provide feedback to the Content/Outbound team for future toolkit creation.
• Review and analyze the customer base to identify and surface growth opportunities to the Sales Account Executive based on inbound signals.

Skills

AI & Tech Savvy

Exceptional communication

Empathy and clarity

Time management under pressure

Triage and problem solving

Multitasking

Team collaboration

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Gainsight

Job description

Instructure is hiring an inbound Digital Customer Representative to serve as the first line of defense for global customers, handling non-technical inquiries with empathy and precision. You will triage, leverage AI tools, and guide users to self-service resources, while maintaining comprehensive customer records.

The role emphasizes collaboration with Finance and AR teams, and growth opportunities within a dynamic EdTech environment.