Knowledge Management Specialist

We are seeking a Knowledge Management Specialist to help customers and Consumer Affairs representatives find clear, accurate answers to product questions. In this role, you will create and improve Zendesk Help Center content, use data to identify information gaps, and develop AI agents that support effective customer self-service. This full-time, hybrid position is based at our corporate headquarters in Glen Allen, Virginia, and reports to the Senior Director, Engineering & Quality Services. Salary Range: $60,000 - $73,000 Annually What You’ll Do

• Create, edit, and maintain Zendesk Help Center articles for customers and internal support teams. Make complex product information easy to understand and consistent with our brand voice.
• Use data to drive improvements: Analyze customer inquiries, search behavior, and feedback to identify content gaps. Track article views, usefulness ratings, and how effectively content helps customers resolve questions without contacting support.
• Collaborate across teams: Partner with Consumer Affairs, Quality, and Marketing to incorporate product updates and customer insights into content and keep messaging consistent.
• Support AI-powered service: Develop and maintain Zendesk AI agents using Help Center content. Refine content and AI responses to improve accuracy and the self-service experience.
• Keep information organized and current: Manage content tagging, indexing, and version control so customers and representatives can quickly find reliable answers.

• 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.
• Experience in consumer products or customer support environments, preferred., Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Hamilton Beach Brands offers a competitive compensation and benefits package designed to support your well-being and long-term success.

Other offerings include:

• Hybrid work schedule
• 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

Hamilton Beach Brands is a leading designer, marketer, and distributor of innovative household and commercial appliances trusted by consumers around the world. Founded in 1910 and headquartered in Glen Allen, Virginia, we develop and market a broad portfolio of products under well-known brands including Hamilton Beach®, Weston®, Lotus®, and Hamilton Beach Professional®. For more than a century, our products have helped simplify everyday life - from preparing meals and beverages at home to supporting foodservice professionals in restaurants, hotels, and commercial kitchens. Our culture is guided by a shared set of values that shape how we work and make decisions every day: Customer Obsession, People, Good Thinking, Ethics, Passion for Quality, Embrace Change, Teamwork, and commitment to Our Environment and Community. At Hamilton Beach Brands, we look for people who are collaborative, curious, and motivated to make meaningful impact.