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Prezzee Logo Prezzee · IT - Administration

Knowledge Management Specialist

Australia, Melbourne · Job Posted December 11, 2025
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Job Description

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.

Job Responsibility

  • Gather, organise, and maintain essential information from across the business
  • Collaborate closely with technical teams, product, IT, and engineering to keep content up to date
  • Monitor customer inquiries and update documentation
  • Apply a customer-journey perspective
  • Work hands-on with AI-powered chatbots to ensure they deliver natural, context-aware responses
  • Use NLP techniques to build effective process flows and automate customer resolution
  • Consider edge cases and error handling
  • Help maintain and refine training assets
  • Analyse chatbot performance
  • Use customer experience insights to help integrate AI-driven solutions
  • Identify opportunities for API-informed improvements
  • Provide recommendations based on customer feedback, behavioural data, and emerging trends
  • Track key performance measures such as accuracy, resolution time, and customer satisfaction
  • Provide insights that support improvements

Requirements

  • Experience working with AI tools, NLP concepts, or chatbot training
  • Exposure to customer support, CX, or knowledge management, ideally within digital or online environments
  • A passion for bringing linguistic and technical domains together
  • 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

What we offer

  • Prezzeeversary Leave
  • BirthYay Leave
  • Novated Car Leasing
  • ClassPass Membership
  • Office Allowance
  • Flexible Work Perks
  • Prezzee Staff Discounts
  • Wellbeing Support via Telus
  • Learning & Development
  • Employee Resource Groups
  • Parental Leave
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