Remote opportunity at
InstructureAutomation Specialist, Customer Success
Instructure seeks an Automation Specialist for Customer Success to join its team on a remote, full-time basis. The company builds intuitive learning and personal development products…
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About This Role
Instructure seeks an Automation Specialist for Customer Success to join its team on a remote, full-time basis. The company builds intuitive learning and personal development products designed to simplify education and foster meaningful relationships. In this remote position, the individual will handle inbound reactive volume for the digital segment, evaluate incoming requests, and spot potential churn risks in customer communications. Beyond managing the queue, the role focuses on identifying repetitive…
Job Description
Instructure seeks an Automation Specialist for Customer Success to join its team on a remote, full-time basis. The company builds intuitive learning and personal development products designed to simplify education and foster meaningful relationships. In this remote position, the individual will handle inbound reactive volume for the digital segment, evaluate incoming requests, and spot potential churn risks in customer communications. Beyond managing the queue, the role focuses on identifying repetitive workflows and designing automations using tools like Salesforce, Gainsight, Front, and artificial intelligence applications such as Claude, Gemini, Rovo, and Slackbot.
The role suits professionals with a strong technical and AI aptitude who want to improve customer operations rather than merely clear support tickets. Responsibilities include utilizing AI applications to speed up inquiry resolutions, guiding users toward self-service options, collaborating with finance departments to clear administrative blockers, and identifying commercial expansion signals for account executives. Candidates must pass a background check and identity verification measures during the hiring process. Instructure is an equal opportunity employer committed to an inclusive and supportive workplace culture.
Responsibilities
- Pilot and create automation ideas to handle repetitive, high-volume patterns in the inbound queue using Salesforce, Gainsight, Front, and AI tools
- Use AI-powered applications daily to analyze customer context and accelerate the resolution of complex inquiries
- Triage incoming messages to differentiate between technical issues, strategic adoption barriers, and commercial opportunities
- Detect at-risk clients based on sentiment and inquiry type, escalating to leadership or specialized teams to prevent churn
- Direct users to self-service resources like the Community, Knowledge Base, and Toolkits
- Manage communication in the inbound queue across email, Slack, and Jira as the main point of contact for non-technical questions
- Document customer interactions accurately within Salesforce and Gainsight
- Coordinate with Finance and AR teams to resolve billing and administrative roadblocks
- Turn recurring questions into automated responses, macros, or workflow rules and share patterns with the Content team
- Analyze the customer base to surface growth opportunities to Sales Account Executives based on inbound signals
Requirements
- College degree, such as a Bachelor's degree or equivalent
- Demonstrated ability to use AI and automation tools to streamline workflows, handle information, and boost personal efficiency
- Exceptional written and verbal communication skills emphasizing empathy and clarity
- Capacity to set accurate expectations and drive issues to completion under time constraints
- Strong problem-solving abilities to quickly triage complex scenarios
- Ability to multitask and prioritize duties in a changing environment
- Strong team mentality utilizing internal and external resources strategically
Qualifications
- Experience in a high-volume customer-facing role such as Support, Success, or Account Management
- Proficiency in CRM systems like Salesforce and ticketing platforms
- Customer-facing background in the EdTech industry or other software companies
Core Skills
Benefits
- Competitive compensation and participation in the company ownership program for all full-time staff
- Flexible work culture with remote, hybrid, and in-office collaboration spaces depending on the role
- Generous time off including local holidays and a year-end Dim the Lights period in late December
- Comprehensive wellness programs and mental health support
- Learning and development resources featuring professional development tools and tuition reimbursement
- Access to necessary technology and tools
- Motivosity employee recognition program
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting specifies that this role is remote.
What is the employment type for this job?
This is a full-time position.
What is the salary for this role?
The salary is not specified in the job posting.
What tools and technologies will I use in this role?
You will use Salesforce, Gainsight, Front, Slackbot, and AI tools such as Claude, Gemini, and Rovo.
What pre-employment checks are required?
All employees must pass a background check, and candidates may be asked to complete identity verification measures including confirming their legal name, physical location, contact number, and residential address.
Sample Interview Questions
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