Job Description

Instructure is a global education technology company that develops learning management systems and digital assessment solutions used by schools, universities, and organizations worldwide. Their platforms support teaching, learning, and assessment delivery, helping improve educational outcomes at scale.

Work setup: Onsite – Exxa, Bridgetowne

Work Schedule Monday to Friday | 8:00 PM – 5:00 AM (PH Time)

Timezone US Eastern Time (follows Daylight Saving adjustments)

KEY RESPONSIBILITIES

• Serve as the first point of contact for customer inquiries related to assessments, including scheduling, availability, scores, and reporting
• Triage and manage support cases efficiently within Salesforce
• Provide clear, accurate, and professional written communication to customers (primarily email-based support)
• Escalate cases appropriately to the Assessment Product team or Mastery Connect support team
• Meet service level expectations, including a 4-hour turnaround time for initial response (TIR)
• Utilize provided guides, templates, and workflows to ensure consistency in handling cases
• Support additional related tasks within Mastery Connect or adjacent support functions when needed

ESSENTIAL QUALIFICATIONS

• At least 1 year of experience in customer service or support roles
• Strong written communication skills (non-voice/email support preferred)
• Experience using Salesforce or CRM tools
• Detail-oriented with strong problem-solving and case management skills
• Amenable to onsite work and night shift schedule

PREFFERED QUALIFICATIONS

• Experience in email or back-office support
• Familiarity with educational standards or assessment tools
• Background in education, teaching, or academic support
• Experience working in process-driven environments