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Automation Specialist, Customer Success

InstructureManila, Philippines (remote)Client Services
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Salary
Not listed
Job type
Full-time
Work mode
Remote
Posted
26 Aug 2026
Status
Open · checked 7d ago

About this role

Instructure is currently hiring an Automation Specialist, Customer Success (Inbound) for a remote position based in Manila, Philippines. This role suits a tech-savvy professional eager to optimize customer service workflows and leverage artificial intelligence to improve daily operations.

Role Overview

The Automation Specialist, Customer Success (Inbound) serves as the frontline contact for global digital segment customers. Rather than treating the inbound queue as a simple list of emails to clear, this role focuses on transforming reactive volume into streamlined workflows. The position requires managing inbound requests, identifying churn risks, and introducing automation ideas to make daily tasks faster, smarter, and less repetitive.

Key Responsibilities

Pilot automation ideas by spotting repetitive, high-volume patterns in the queue and using tools like Salesforce, Gainsight, Front, Claude, Gemini, Rovo, and Slackbot to handle triage, routing, and drafting.
Utilize AI-powered tools daily to synthesize customer context and accelerate the resolution of complex inquiries.
Triage incoming communications to separate support issues, strategic adoption blockers, and commercial opportunities.
Spot at-risk customers by analyzing sentiment and inquiry types, escalating appropriately to prevent churn.
Direct customers toward self-service resources such as the Community, Knowledge Base, and Toolkits to encourage independence.
Manage communications within the Customer Success inbound queue across email, Slack, and Jira.
Maintain precise records of customer interactions within Salesforce and Gainsight.
Partner with Finance and Accounts Receivable to resolve administrative and billing hurdles.
Convert recurring inbound questions into automated responses, macros, or workflow rules for the entire team.
Surface growth opportunities to Sales Account Executives based on signals gathered from inbound inquiries.

Requirements

Hold a college degree, such as a Bachelor's degree or equivalent.
Demonstrate AI and tech savvy with a proven ability to utilize automation tools to streamline workflows and boost personal efficiency.
Exhibit exceptional written and verbal communication skills emphasizing clarity and empathy.
Possess the capacity to set proper expectations and manage issues to completion under time pressure.
Display strong problem-solving skills to quickly triage complex situations.
Ability to multitask and prioritize tasks within a dynamic environment.
Maintain a strong team mentality and utilize internal and external resources strategically.

Nice to Have

Background in a high-volume customer-facing function like support, success, or account management.
Familiarity with CRM software such as Salesforce and ticketing systems.
Prior customer-facing experience in the EdTech sector or other software organizations.

Skills and Tools

Salesforce
Gainsight
Front
Jira
AI tools including Claude, Gemini, Rovo, and Slackbot
Workflow automation and process optimization

Salary and Benefits

Competitive compensation package.
Participation in the company ownership program for full-time employees.
Flexible remote work culture.
Generous time off policies, including local holidays and a year-end recharge period.
Comprehensive wellness and mental health support programs.
Professional development resources and tuition reimbursement.
Employee recognition program through Motivosity.

About the Company

Instructure builds intuitive products designed to simplify learning and personal development, foster meaningful relationships, and inspire educational and career growth. The organization values smart, creative, and passionate people, fostering a culture rooted in inclusivity, support, and connection. As an equal opportunity employer, Instructure complies with all applicable anti-discrimination laws and requires background checks and identity verification for new hires.

How to Apply

Interested candidates should visit the official Instructure careers page to submit their application for this remote role.

Questions candidates ask

Is this position remote?

Yes, this role is remote with a location base in Manila, Philippines.

What AI tools will I use in this role?

You will use AI tools such as Claude, Gemini, Rovo, and an in-built Slackbot to synthesize customer context, speed up resolutions, and build automations.

What are the core educational requirements?

Candidates must have a college degree, such as a Bachelor's degree or equivalent.

What CRM and ticketing platforms are used?

The role utilizes Salesforce, Gainsight, Front, and Jira.

Are there ownership opportunities with Instructure?

Yes, all full-time employees participate in the company ownership program.

Ready to apply?

The application is on the official Instructure careers page.

Apply on company site