Customer Success Representative (Inbound)

Instructure
Manila
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Communication","Empathy","Problem-solving","Multitasking","Teamwork"]

Serve as the first line of response for incoming digital customer inquiries, owning the Inbound Queue and triaging non-technical requests. Use AI-powered tools and internal AI agents to synthesize context, draft accurate and empathetic replies, and guide customers to self-service resources. Track customer interactions in Salesforce and Gainsight, identify at-risk signals to prevent churn, and collaborate with Finance/AR to remove billing blockers while spotting trends to improve toolkits.

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FursaFursa
Instructure
Instructure
20 hours ago

Customer Success Representative (Inbound)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Serve as the first line of response for incoming digital customer inquiries, owning the Inbound Queue and triaging non-technical requests. Use AI-powered tools and internal AI agents to synthesize context, draft accurate and empathetic replies, and guide customers to self-service resources. Track customer interactions in Salesforce and Gainsight, identify at-risk signals to prevent churn, and collaborate with Finance/AR to remove billing blockers while spotting trends to improve toolkits.
Location: Manila
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Entry level

Key Responsibilities

  • •Own inbound customer communication in the Customer Success queue (email/Slack/Jira) as the primary point of contact for non-technical inquiries.
  • •Use AI-powered tools to synthesize context, resolve complex inquiries faster, and draft accurate responses.
  • •Triage requests to distinguish between support issues, adoption blockers, and commercial opportunities.
  • •Identify at-risk customers using sentiment and inquiry type, escalating when necessary to prevent churn.
  • •Maintain accurate Salesforce and Gainsight records and collaborate with Finance/AR to resolve billing or administrative blockers.

Pay and Benefits

Perks:Remote WorkPaid LeaveLearning Budget

Key Requirements

  • •Bachelor’s degree (or equivalent).
  • •Demonstrated ability to use AI and automation tools to streamline workflows and boost personal efficiency.
  • •Exceptional written and verbal communication skills with empathy and clarity.
  • •Ability to set correct expectations and drive issues to completion under time pressure.
  • •Strong problem-solving and triage skills for quickly handling complex situations.
Education:Bachelor's
Skills:CommunicationEmpathyProblem-solvingMultitaskingTeamwork
Tech Stack:AIAutomation toolsSalesforceGainsightEmailSlackJiraKnowledge BaseCommunityToolkitsAI agents

Company Brief

Instructure
Builds and delivers learning management and education technology solutions, best known for the Canvas LMS platform, serving K–12 schools, higher education institutions, and corporate learning programs worldwide.
Industry: EdTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Salt Lake City, United States
Founded: 2008
WebsiteLinkedIn