Customer Success Representative, Inbound

🕒 August 26

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Instructure

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

☁️ SaaS

🤝 B2B

💰 Private Equity Round - Instructure on 2024-07

Education • SaaS • B2B

Instructure is an education-technology company that builds cloud-based learning and assessment platforms, best known for Canvas LMS. It provides an integrated ecosystem of SaaS products and services — including learning management, standards-aligned assessment (Mastery), credentialing and records (Parchment), analytics, and tools for K–12, higher education, and business/government training. Instructure focuses on student success, partner integrations, and scalable solutions for institutions and organizations to deliver, assess, and credential learning.

📋 Description

• Own communication in the Customer Success inbound queue via email, Slack, and Jira • Act as the primary contact for non-technical customer inquiries • Use AI-powered tools to synthesize customer context and accelerate resolution of complex inquiries • Triage requests into support issues, strategic adoption blockers, and commercial opportunities • Identify at-risk customers from sentiment and inquiry type, escalating when necessary to help prevent churn • Guide customers to Community, Knowledge Base, and Toolkit self-service resources • Use internal AI agents and Knowledge Base tools to retrieve answers and draft accurate, empathetic responses • Maintain accurate customer interaction records in Salesforce and Gainsight • Collaborate with Finance and AR teams to resolve billing and administrative blockers • Identify inbound-question trends and provide feedback to the Content/Outbound team for toolkit creation • Analyze the customer base and surface growth opportunities to Sales Account Executives

🎯 Requirements

• College degree (Bachelor or equivalent) • Demonstrated ability to use AI and automation tools to streamline workflows, process information, and increase personal efficiency • Exceptional written and verbal communication skills, with a focus on empathy and clarity • Ability to set correct expectations and manage issues to completion under time pressure • Strong problem-solving skills and ability to triage complex situations quickly • Ability to multitask and prioritize tasks in a changing environment • Strong team mentality, utilizing internal and external resources strategically and tactically • Experience in a high-volume customer-facing role (desired, but not required) • Proficiency in CRM systems, especially Salesforce, and ticketing platforms (desired, but not required) • Customer-facing experience within the EdTech industry or other software companies (desired, but not required) • Must pass a background check • Must provide identity verification when requested, including legal name, current physical location, valid contact number, and residential address

🏖️ Benefits

• Competitive compensation • Ownership program for all full-time employees • Flexible work culture • Generous time off, including local holidays and the annual “Dim the Lights” period in late December • Comprehensive wellness programs and mental health support • Learning and development resources • Professional development tools and tuition reimbursement • Technology and tools needed to do your best work • Motivosity employee recognition program • Inclusive, supportive culture with meaningful connection