Knowledge Management Specialist

Knowledge Management Specialist (GenAI Chatbot & Training) At Prezzee, we’re more than just a digital gifting platform – we’re building human connections through unforgettable gifting moments. With over 1,000 brand partners globally, we’re transforming how people give and receive gifts. From our beginnings as a small Australian startup to becoming a global leader, we thrive on innovation, collaboration, and a deep commitment to making a real impact. As a Knowledge Management Specialist, you’ll play a key role in optimising our digital customer support. By strengthening our knowledge management systems and shaping the behaviour of our AI‑powered chatbots, you’ll help us deliver seamless and personalised interactions across our global retail platforms. We’re looking for someone with conversation design or customer engagement experience, paired with a strong passion for emerging tech. What You'll Do Knowledge Management Gather, organise, and maintain essential information from across the business to ensure customer service teams, chatbots, and self‑service channels have consistent, accurate responses. Collaborate closely with technical teams, product, IT, and engineering to keep content up to date, structured, and aligned with system behaviour. Monitor customer inquiries and update documentation to address new trends and recurring issues. Apply a customer‑journey perspective, ensuring knowledge assets align with real customer pathways and pain points. GenAI Chatbot & Automation Training Work hands‑on with AI‑powered chatbots to ensure they deliver natural, context‑aware responses. Use NLP techniques, including natural language prompts, to build effective process flows and automate customer resolution. Consider edge cases and error handling when designing conversational logic or training data. Help maintain and refine training assets such as scripts, FAQs, and system messages to drive continuous improvement. Analyse chatbot performance using a data‑led approach, iterating to improve accuracy and customer outcomes. Optimise Customer Experiences With AI Use your customer experience (CX) insights to help integrate AI‑driven solutions that streamline the customer journey and reduce friction. Identify opportunities for API‑informed improvements, ensuring automations and content reflect accurate system behaviour. Provide recommendations based on customer feedback, behavioural data, and emerging trends. Measure What Matters Track key performance measures such as accuracy, resolution time, and customer satisfaction. Provide insights that support improvements across both our chatbot and knowledge management ecosystems. What You'll Bring Experience working with AI tools, NLP concepts, or chatbot training, with an interest in deepening this skill set. Exposure to customer support, CX, or knowledge management, ideally within digital or online environments. A passion for bringing linguistic and technical domains together to bring clarity and deliver world‑class customer experiences. Experience working alongside technical teams and familiarity with technical tools or system workflows. A data‑driven mindset, with the ability to interpret behavioural signals, API behaviour, and customer journey insights. A proactive problem solver who thrives in fast‑paced environments and enjoys improving customer experiences. Why Join Us? Join Us At Prezzee, Where We Don’t Just Work – We Innovate, Collaborate, And Shape The Future Of Digital Giving. As Part Of Our Dynamic Team, You’ll Contribute To a Global Company’s Growth While Enjoying a Flexible, Supportive, And Inclusive Work Environment. Prezzeeversary Leave – Extra day of annual leave for each year you’re with us. BirthYay Leave – Celebrate you with a paid day off during your birthday month. Novated Car Leasing – A tax‑smart way to bundle and pay for your car and running costs. ClassPass Membership – Fully covered monthly credits for fitness, wellness, and beauty. Office Allowance – One‑time payment to upgrade your office setup. Flexible Work Perks – Flex your hours, take Culture Swap Days, and work from anywhere for 30 days a year. Prezzee Staff Discounts – Exclusive deals on Prezzee gift cards – just for being part of the team. Wellbeing Support – Access to mental, social, financial, and physical wellbeing support via Telus. Learning & Development – Grow your career with LinkedIn Learning, job shadowing, industry programs, and our Lunch & Learn sessions. Employee Resource Groups – Be an advocate or ally and foster belonging through groups like EmpowHer and Pride. Parental Leave – 12 weeks for primary carers and 4 weeks for secondary carers. Prezzee has been recognized as Foundry's Computerworld 2024 & 2025 Best Places to Work in IT. We value diversity, collaboration, and innovation in everything we do. Join a global team united by the core values: Give openness, Give greatness, Give magic, and Give a damn. Prezzee is an Equal Opportunity employer. We believe that diversity is the key to building the best products for our customers, team culture and growing our global business. Our diversity mission is for our people to be their most authentic selves, to inspire, innovate and celebrate within a culture of belonging. We do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. We are looking for people to help create human connections, make magic and shape the future of gifting so even if you don’t think you quite meet all of the skills listed or tick all the boxes, we’d still love to hear from you Please let us know if you require any adjustments as part of the application and recruitment process, We also encourage you to let us know of your pronouns at any point of the process. Location: Sydney, New South Wales, Australia Salary: $80,000.00-$90,000.00 Employment Type: Full‑time Seniority Level: Entry level Job Function: Consulting, Information Technology, and Sales #J-18808-Ljbffr