Customer Care AI Specialist

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?

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• Identify and resolve conflicting, unclear, or outdated guidance that may cause inconsistent or incorrect AI responses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
(generated from scratch — source material didn't include this section; flag if you'd like anything adjusted)

• 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)