AI Customer Care Specialist — Automation & Brand Voice

Maxwood Furniture; Charleston (SC); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k) matching

Dental Insurance

Employee Discount

Flexible Schedule

Flexible Spending Account

Health Insurance

Life Insurance

Vision Insurance

Paid Time Off

Job summary

Maxwood Furniture is seeking a Customer Care AI Specialist to own and improve its AI-powered support across its brands. You will focus on increasing automation, reducing handovers, and ensuring responses are accurate and aligned with brand voice. This is a high-impact role in a fast-growing company.

The role emphasizes monitoring performance, refining guidance and knowledge bases, and collaborating with the Customer Care Sr. Manager to measure ROI.

Qualifications

• Experience with customer service or helpdesk platforms.
• Strong analytical skills with support data, trends, and performance metrics.
• Excellent writing and editing skills for customer-facing responses.
• Detail-oriented and process-minded with pattern recognition.
• Ability to learn new AI tools and platform capabilities.
• No formal ML/AI engineering background required.
• Preferred: experience with structured AI guidance formats.

Responsibilities

• Monitor AI Agent performance across brands and track automation, handover, and CSAT.
• Analyze tickets and AI interactions to identify automation gaps.
• Refine AI guidance, knowledge base, and responses for accuracy.
• Resolve conflicting or outdated guidance to avoid inconsistencies.
• Prioritize workflows with greatest automation opportunity.
• Test changes and evaluate impact on performance and experience.
• Ensure AI responses stay on-brand and helpful.
• Collaborate with the Sr. Manager to report ROI of AI-driven support.
• Stay updated on Gorgias updates and AI capabilities.
• Support special projects as needed.

Skills

Customer support platforms

Analytical skills

Written communication

Process improvement

Independent work

Learning new AI tools

Tools

Gorgias

Job description

Maxwood Furniture is seeking a Customer Care AI Specialist to own and improve its AI-powered support across its brands. You will focus on increasing automation, reducing handovers, and ensuring responses are accurate and aligned with brand voice. This is a high-impact role in a fast-growing company.

The role emphasizes monitoring performance, refining guidance and knowledge bases, and collaborating with the Customer Care Sr. Manager to measure ROI.