AI-Driven Warranty & Customer Success Advocate

King Living, Inc.; Hemel Hempstead; Hybrid; GBP 25,000 - 32,000; Full time

Job summary

King Living is seeking a customer-focused advocate to own warranty and post-sale service cases from start to finish. You will communicate transparently with customers, coordinate with internal teams, and apply AI tools to improve resolution speed and accuracy.

You will join a collaborative team that values empathy, ownership, and proactive problem solving, delivering premium service to King Living customers worldwide. This role emphasizes end-to-end case ownership and continual improvement.

Qualifications

• Proven background in customer service, preferably in furniture, retail or service-based industries.
• Strong conflict resolution, de-escalation and communication skills.
• Familiarity with CRM platforms — Salesforce Customer 360 experience is an advantage
• Understanding of warranties, consumer guarantees and product fault assessment
• Comfortable using digital tools, AI-enabled systems and knowledge bases
• Problem-solving mindset with a genuine focus on customer satisfaction
• Strong product knowledge — or the curiosity and drive to build it quickly

Responsibilities

• Own post-sale warranty and service enquiries from start to finish — troubleshooting concerns with a creative, solutions‑focused mindset that balances process with a great customer experience.
• Maintain transparent, timely communication throughout every case — managing expectations, setting service windows and coordinating internally to keep resolutions on track.
• Apply AI tools and automations to improve accuracy, turnaround and customer messaging — identifying opportunities to improve first‑contact resolution.
• Identify high‑risk or complex issues and escalation appropriately — maintaining strong product knowledge to advise customers accurately on care, materials and coverage.
• Ensure resolutions align with quality standards and contribute to process improvements and knowledge base articles that make the team better over time.

Skills

Customer service background

Conflict resolution

CRM familiarity

Warranties & guarantees

AI-enabled tools

Problem solving

Product knowledge

Tools

Salesforce CRM

Job description

King Living is seeking a customer-focused advocate to own warranty and post-sale service cases from start to finish. You will communicate transparently with customers, coordinate with internal teams, and apply AI tools to improve resolution speed and accuracy.

You will join a collaborative team that values empathy, ownership, and proactive problem solving, delivering premium service to King Living customers worldwide. This role emphasizes end-to-end case ownership and continual improvement.