Knowledge Management Specialist Jobs

Prezzee

Location:
Australia, Melbourne

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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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

Additional Information:

Job Posted:
December 11, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Knowledge Management Specialist