Customer Care AI Specialist

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• Resolve conflicting or outdated guidance to avoid inconsistencies.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 a rapidly growing furniture company with an expanding portfolio of brands including Max & Lily, Plank + Beam, and Maxtrix. Since launching over two decades ago, we've built multiple sales channels across DTC websites and third-party marketplaces. We're passionate about designing inspiring, on-trend furniture that brings customers' home décor dreams to life.

We are seeking a new member to join our Customer Care team. Are you ready to be part of something amazing? (This is not a coding or engineering role — no programming, model training, or technical AI background required.)

Role Overview

We're looking for a Customer Care AI Specialist to own and improve the performance of our AI-powered customer support system, Gorgias AI Agent, across multiple ecommerce brands. This role is focused on increasing automation rates, reducing unnecessary handovers to human agents, and ensuring AI-generated responses are accurate, effective, and aligned with each brand's voice. This is a high-impact position within a fast-growing organization where the right person can make a measurable difference in customer experience and support efficiency across all brands.

Responsibilities

• Monitor AI Agent performance across brands, including automation rate, handover rate, CSAT, and other key customer care metrics
• Analyze support tickets and AI interactions to identify automation gaps, recurring issues, and opportunities for improvement
• Review, refine, and maintain AI guidance, Skills, and knowledge base content to improve response accuracy and increase successful automation
• Identify and resolve conflicting, unclear, or outdated guidance that may cause inconsistent or incorrect AI responses
• Analyze ticket patterns and volume to prioritize the workflows and customer scenarios with the greatest opportunity for improvement
• Test changes to AI guidance and evaluate their impact on performance and customer experience
• Ensure AI-generated responses remain accurate, helpful, and aligned with each brand's voice and customer experience standards
• Partner with the Customer Care Sr. Manager to track progress, communicate results, and evaluate the ROI of AI-driven support
• Stay current on Gorgias platform updates, AI Agent capabilities, and emerging opportunities to improve automation
• Support special projects as needed

What Success Looks Like

• Automation rates climbing steadily across brands while handover rates and CSAT stay strong or improve
• AI guidance and knowledge base content that stays current, accurate, and free of conflicting or outdated instructions
• Clear, data-backed prioritization of which workflows and customer scenarios get attention next
• Consistent, on-brand AI responses across Max & Lily, Plank + Beam, and Maxtrix
• Regular, credible reporting to the Customer Care Sr. Manager on progress and ROI of AI-driven support

Requirements

• Experience with customer service or helpdesk platforms; Gorgias experience is a plus
• Strong analytical skills and comfort working with support ticket data, trends, and performance metrics
• Excellent writing and editing skills, with the ability to create clear customer-facing responses and internal AI guidance
• Detail-oriented and process-minded, with the ability to identify patterns and inconsistencies across large volumes of customer interactions
• Strong problem-solving skills and an interest in understanding why an automated workflow or response is not performing as expected
• Ability to work independently, prioritize opportunities, and continuously improve processes based on results
• Ability and willingness to quickly learn new AI tools and platform capabilities
• No formal machine learning or AI engineering background required
• Preferred: experience with structured AI guidance formats, such as IF/THEN logic, conditional decision trees, structured prompting, or similar frameworks
• Preferred: experience writing guidance, prompts, or workflows for an AI agent or chatbot

Core Competencies

• Detail-oriented and reliable
• Hands-on and hardworking
• Clear communicator
• Works well independently and as part of a team

Benefits

• 401(k) matching
• Dental Insurance
• Employee Discount
• Flexible Schedule
• Flexible Spending Account
• Health Insurance
• Life Insurance
• Vision Insurance
• Paid Time Off

Work Location: Daniel Island, SC (Charleston area)