Digital Customer Success Specialist

Job description

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.

  This is an excerpt. Read the full job description on Instructure careers →