Digital Customer Success Specialist

About the Role: At Instructure, we believe in the power of people to grow and succeed throughout their lives. We are looking for a Digital Customer Success Specialist (Inbound DCR) to serve as the first line of strategic defense for our global customers. This role provides an exceptional, rapid-response customer experience for incoming non-technical inquiries.

What You'll Do

• 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, triage incoming requests, and identify "at-risk" customers based on sentiment.
• Guide customers to existing self-service resources (Community, Knowledge Base) to foster independence and faster time-to-value.
• Maintain accurate records of customer interactions in Salesforce and Gainsight to ensure a complete view of customer health.
• Review and analyze the customer base to identify and surface growth opportunities to Sales Account Executives based on inbound signals.

What You Bring

• College degree (Bachelor or equivalent).
• AI & Tech Savvy: Demonstrated ability to use AI and automation tools to streamline workflows and increase personal efficiency.
• Exceptional communication skills, both written and verbal, with a focus on empathy and clarity.
• Strong problem-solving skills with the ability to "triage" complex situations quickly under time pressure.
• Bonus: Experience in a high-volume customer-facing role, proficiency in CRM systems (Salesforce), and EdTech industry experience.

Benefits

• Competitive compensation, plus all full-time employees participate in our equity/ownership program.
• Flexible work culture and generous time off, including an annual "Dim the Lights" period in late December to recharge.
• Comprehensive wellness programs and mental health support.
• Annual learning and development stipends to support your growth.
• Fully remote work flexibility within the Philippines.