Knowledge Management Specialist
About The Position
Hamilton Beach Brands is seeking a Knowledge Management Specialist to help customers and Consumer Affairs representatives find clear, accurate answers to product questions. The specialist creates and improves Zendesk Help Center content, uses data to identify information gaps, and develops AI agents to support customer self-service. This is a full-time, hybrid position based at the company’s corporate headquarters in Glen Allen, Virginia, reporting to the Senior Director, Engineering & Quality Services. The annual salary range is $60,000–$73,000. Hamilton Beach Brands designs, markets, and distributes household and commercial appliances. The company’s culture is guided by Customer Obsession, People, Good Thinking, Ethics, Passion for Quality, Embrace Change, Teamwork, and commitment to the environment and community.
Requirements
- Experience in customer service, support operations, or knowledge management.
- Strong writing and editing skills, including the ability to simplify complex information.
- Experience managing structured content, including tagging, indexing, and version control.
- Familiarity with knowledge base tools such as Zendesk or similar platforms.
- Ability to interpret content performance data and translate findings into improvements.
- Experience building or managing Zendesk AI agents.
- Exposure to user experience (UX) and content design principles.
Nice To Haves
- Experience in consumer products or customer support environments.
Responsibilities
- Create, edit, and maintain Zendesk Help Center articles for customers and internal support teams, making complex product information easy to understand and consistent with the brand voice.
- Analyze customer inquiries, search behavior, and feedback to identify content gaps; track article views, usefulness ratings, and how effectively content enables customer self-service.
- Partner with Consumer Affairs, Quality, and Marketing to incorporate product updates and customer insights into content and maintain consistent messaging.
- Develop and maintain Zendesk AI agents using Help Center content, and refine content and AI responses to improve accuracy and the self-service experience.
- Manage content tagging, indexing, and version control so customers and representatives can quickly find reliable answers.
Benefits
- Comprehensive medical, dental, and vision coverage
- Company HSA contributions
- 401(k) plan with immediate vesting
- Profit sharing program
- Paid vacation, holidays, and a paid charitable day
- Summer hours to support work-life balance
- Employee discounts on Hamilton Beach products
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
