Instructure, Inc. - Digital Customer Success Specialist
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Requirements
• Experience in a high-volume customer-facing role (Support, Success, or Account Management) • Proficiency in CRM systems (Salesforce) and ticketing platforms • Customer-facing experience within the EdTech industry or other software companies • Get in on all the awesome at Instructure! • We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect: • Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. • Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. • Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. • Comprehensive wellness programs and mental health support • Annual learning and development stipends to support your growth • The technology and tools you need to do your best work • Motivosity employee recognition program • A culture rooted in inclusivity, support, and meaningful connection • We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
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. • Here is what you will need to know/have: Successful candidates will have the following education, experience, and skills: • 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
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