[All remote jobs](https://jobicy.com/jobs.md)[![Instructure logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/04/430057884baf037dd2aa1e1e017e72b6.jpg)](https://jobicy.com/company/instructure.md)[Instructure](https://jobicy.com/company/instructure.md) # Automation Specialist, Customer Success Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/instructure.md)ShareRemote from[Philippines](https://jobicy.com/job-region/philippines.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished18 Oct 2026Apply before17 Nov 2026Listing views39Application actions0Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. This Customer Success Automation Specialist is a customer-facing inbound role focused on triaging non-technical requests, resolving administrative blockers, and identifying customer-risk signals. The specialist will improve high-volume workflows by proposing and building automations for routing, tagging, drafting, and recurring responses using Salesforce, Gainsight, Front, and AI tools. The role requires empathetic written communication, rapid prioritization, accurate customer-health records, and effective escalation across Support, Finance, AR, Sales, and Content teams. It is based remotely in Manila, Philippines, and is listed as a full-time position. Success is measured by faster, smarter inbound resolution, increased self-service adoption, reusable workflow improvements, and timely identification of retention or growth opportunities. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires balancing a high-volume inbound queue with judgment-intensive triage, customer-risk detection, and continuous process improvement. Although it is not deeply technical support, practical fluency with CRM, customer-success platforms, and AI-enabled automation is important. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$25,000US market range (per year)$18k–$32k0$35.20k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer pay amount is disclosed. The displayed figures are AI-estimated annual USD compensation for a full-time customer success automation specialist working from the Philippines; the yearly cadence is inferred from the full-time professional role and standard market convention. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer success](https://jobicy.com/jobs?search_keywords=Customer%20success.md)[Inbound queue management](https://jobicy.com/jobs?search_keywords=Inbound%20queue%20management.md)[Customer triage](https://jobicy.com/jobs?search_keywords=Customer%20triage.md)[Workflow automation](https://jobicy.com/jobs?search_keywords=Workflow%20automation.md)[Artificial intelligence tools](https://jobicy.com/jobs?search_keywords=Artificial%20intelligence%20tools.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[Gainsight](https://jobicy.com/jobs?search_keywords=Gainsight.md)[Front](https://jobicy.com/jobs?search_keywords=Front.md)[Customer communication](https://jobicy.com/jobs?search_keywords=Customer%20communication.md)[Customer health monitoring](https://jobicy.com/jobs?search_keywords=Customer%20health%20monitoring.md)[Knowledge base management](https://jobicy.com/jobs?search_keywords=Knowledge%20base%20management.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Process improvement](https://jobicy.com/jobs?search_keywords=Process%20improvement.md)[Customer retention](https://jobicy.com/jobs?search_keywords=Customer%20retention.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md) Sample interview questionsHow would you identify an inbound process that should be automated?I would review ticket volume, repeat frequency, handling time, error risk, and the consistency of the decision required. I would map the current workflow, validate the pattern with stakeholders, pilot a low-risk automation such as tagging or routing, and measure its impact on resolution time and quality. How do you distinguish a technical support issue from a customer-success or commercial request? I first clarify the customer's desired outcome and inspect the request for product malfunction, adoption barriers, account-health concerns, or commercial intent. I then document the context in the CRM, set expectations with the customer, and route or escalate the issue with a concise summary and relevant history. Describe how you would use AI responsibly when responding to customers. I would use AI to synthesize approved customer context, retrieve internal knowledge, and draft a response, but I would verify accuracy, tone, permissions, and policy compliance before sending anything. I would avoid entering sensitive information into unapproved tools and would retain ownership of the final customer communication. What signals might indicate that a customer is at risk? Signals can include negative or urgent sentiment, repeated unresolved requests, low adoption, confusion about value, billing friction, declining engagement, or mentions of alternatives or cancellation. I would capture the evidence, assess urgency, notify the appropriate customer-success leader or specialist, and coordinate a timely recovery plan. How would you handle a sudden increase in inbound volume while maintaining quality? I would prioritize requests by urgency, customer impact, and churn risk, use macros and knowledge resources for common questions, and communicate realistic response expectations. I would also identify repeat drivers, flag capacity risks early, and create temporary routing or automation improvements while ensuring complex cases receive appropriate attention. Opportunity details ## About this role. 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: ### Automation Specialist, Customer Success (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: We are looking for an Automation Specialist, Customer Success (Inbound) who does more than answer the queue. We need someone who looks at how we work and asks how to make it faster, smarter, and less repetitive. This role is the first line of defense for our global customers, and it requires treating the inbound queue as a workflow to improve, rather than a stack of email to clear. You’ll manage reactive volume for our digital segment, triage non-technical requests, and spot “at-risk” signals in customer communications. Just as important, you’ll bring ideas for automating the repetitive parts of that work and help build them, using our existing tools (Salesforce, Gainsight, and Front) alongside AI tools already available to you (Claude, Gemini, Rovo, and our in-built Slackbot). What you will be doing: * Bring and pilot automation ideas: spot repetitive, high-volume patterns in the queue (triage, tagging, routing, drafting) and propose or build automations using Salesforce, Gainsight, Front, and AI tools like Claude, Gemini, Rovo, or Slackbot to handle them. * Use AI-powered tools daily to synthesize customer context and speed up the resolution of complex inquiries, moving beyond manual lookups. * 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. * Own communication in the Customer Success inbound queue (email/slack/Jira), acting as the primary point of contact for non-technical customer inquiries. * 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, turn recurring ones into automated responses, macros, or workflow rules the whole team can reuse, and share the pattern with the Content 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 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. Show more [Apply now >](https://jobicy.com/jobs/155667-automation-specialist-customer-success.md) > Annual salary information is not provided for this position. 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