Customer Success Representative (Inbound)

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.
We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

We are looking for an Inbound Digital Customer Representative (DCR) to serve as the first line of strategic defense for our global customers. This role provides an exceptional, rapid-response customer experience for incoming inquiries that go beyond technical support.

The Inbound DCR will manage the reactive volume for our digital segment, ensuring no customer is left behind. You will own the "Inbound Queue," triaging non-technical requests, identifying "at-risk" signals in customer communications, and guiding users to the right resources to unblock their adoption journey.

What you will be doing:

• 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.

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

Desired experience, but not required:

• 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

• Learning and development resources, including professional development tools and tuition reimbursement, 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.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.