AI-Powered Inbound Customer Success Specialist

Instructure, Inc.; United States; Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Ownership program

Flexible work culture

Generous time off

Wellness programs

Tuition reimbursement

Professional development

Tech & tools

Motivosity recognition

Inclusive culture

Job summary

Instructure, Inc. is seeking an Inbound Digital Customer Representative (DCR) to be the first line of defense for our global customers in the EdTech space.

You will handle non-technical inquiries with empathy and clarity, triaging issues and guiding users to self-service resources. Utilize AI-powered tools within Salesforce and Gainsight to accelerate responses, identify-at-risk customers, and collaborate with cross-functional teams to unblock adoption and prevent churn.

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

Empathy & Communication

Time management under pressure

Triage & problem solving

Multitasking

Team player

Education

Bachelor or equivalent degree

Tools

Salesforce

Ticketing platforms

Job description

Instructure, Inc. is seeking an Inbound Digital Customer Representative (DCR) to be the first line of defense for our global customers in the EdTech space.

You will handle non-technical inquiries with empathy and clarity, triaging issues and guiding users to self-service resources. Utilize AI-powered tools within Salesforce and Gainsight to accelerate responses, identify-at-risk customers, and collaborate with cross-functional teams to unblock adoption and prevent churn.