Taking applicationsVoice Support·Posted 9d ago
Automation Specialist, Customer Success
Instructure
Philippines
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Philippines
EnglishEntry level
About the role
Customer Success inbound role focused on triaging non-technical requests, guiding self-service, and using AI and automation to improve workflows. It stands out for explicitly piloting automation ideas with Salesforce, Gainsight, Front, and AI tools to reduce repetitive queue work.
What you'll do
- Pilot automation ideas for triage, tagging, routing, and drafting
- Use AI tools to synthesize customer context and speed resolution
- Triage incoming requests into support issues, adoption blockers, and commercial opportunities
- Identify at-risk customers and escalate to leadership or specialized teams
- Guide customers to self-service resources
- Own communication in the Customer Success inbound queue
- Maintain customer interaction records in Salesforce and Gainsight
- Identify recurring questions and turn them into automated responses or workflow rules
What you'll need
- College degree (Bachelor or equivalent)
- Demonstrated ability to use AI and automation tools
- Exceptional written and verbal communication skills
- Ability to set expectations and manage issues under time pressure
- Strong problem-solving and quick triage skills
- Multitask and prioritize in a changing environment
- Strong team mentality
Skills
AI and automation toolsSalesforceGainsightFrontClaude/Gemini/Rovo/SlackbotWritten and verbal communicationProblem-solving and triageCRM and ticketing platforms
Benefits
Competitive compensationOwnership programFlexible work culturePaid time off
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