AI-Powered Customer Care Specialist

Socket.dev; Charleston (SC); On-site; USD 65,000 - 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 the performance of our AI-powered support system across brands. You will increase automation, reduce escalations, and ensure AI responses are accurate and on-brand.

Responsibilities include monitoring AI Agent performance, refining guidance, and collaborating with the Customer Care Sr. Manager to measure ROI. This is a high-impact, fast-growing role based in the Charleston area.

Qualifications

• Experience with customer service or helpdesk platforms; Gorgias experience is a plus.
• Strong analytical skills and comfort with support ticket data, trends, and performance metrics.
• Excellent writing and editing skills to craft clear customer responses and internal AI guidance.
• Detail-oriented and process-minded with ability to identify patterns in large volumes of interactions.
• Ability to learn new AI tools quickly and work independently to improve processes.

Responsibilities

• Monitor AI Agent performance across brands, including automation rate and handover rate.
• Analyze support tickets and AI interactions to identify automation gaps and improvement opportunities.
• Refine and maintain AI guidance, knowledge base content, and workflows for accuracy.
• Resolve conflicting or outdated guidance to ensure consistent AI responses.
• Prioritize workflows and scenarios with the greatest ROI for automation.
• Test changes to AI guidance and evaluate impact on performance and experience.
• Partner with the Customer Care Sr. Manager to track progress and ROI.

Skills

Customer service

Analytical skills

Excellent writing

Detail-oriented

Independent worker

AI tools

Structured AI guidance

Prompt writing

Tools

Gorgias

Job description

Maxwood Furniture is seeking a Customer Care AI Specialist to own and improve the performance of our AI-powered support system across brands. You will increase automation, reduce escalations, and ensure AI responses are accurate and on-brand.

Responsibilities include monitoring AI Agent performance, refining guidance, and collaborating with the Customer Care Sr. Manager to measure ROI. This is a high-impact, fast-growing role based in the Charleston area.