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Instructure is seeking an Inbound Digital Customer Representative to serve as the first point of contact for global customer inquiries. This role manages the reactive inbound queue for non-technical customer requests, going beyond standard support to provide strategic guidance.
Key responsibilities include:
- Owning the customer success inbound queue (email, Slack, Jira), triaging non-technical requests and identifying at-risk customers based on sentiment and communication patterns
- Leveraging AI-powered tools to synthesize customer context, accelerate inquiry resolution, and draft empathetic responses
- Distinguishing between support issues, adoption blockers, and commercial opportunities, escalating when necessary to prevent churn
- Guiding customers to self-service resources (Community, Knowledge Base, Toolkits) to accelerate time-to-value and foster independence
- Maintaining accurate customer interaction records in Salesforce and Gainsight to ensure complete visibility of customer health
- Collaborating with Finance and AR teams to resolve billing or administrative issues that impact customer satisfaction
- Identifying trends in inbound inquiries and surfacing feedback to content and outbound teams for toolkit development
- Analyzing customer base to identify and surface growth opportunities to Sales Account Executives based on inbound signals
Required qualifications: Bachelor's degree, demonstrated proficiency with AI and automation tools, exceptional written and verbal communication skills with emphasis on empathy, strong problem-solving and triage abilities, capacity to manage complex situations under time pressure, and ability to multitask in a dynamic environment.
Desired experience includes high-volume customer-facing roles (Support, Success, Account Management), CRM proficiency (Salesforce), ticketing platform experience, and EdTech or software company background. The role offers competitive compensation with ownership program participation, flexible work culture, generous time off including annual recharge period, comprehensive wellness programs, learning and development resources, and a culture rooted in inclusivity.
