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Identify and resolve conflicting, unclear, or outdated guidance that may cause inconsistent or incorrect AI responses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

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AI guidance and knowledge base content that stays current, accurate, and free of conflicting or outdated instructions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