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# Knowledge Management Specialist

- **Company:** Hamilton Beach Brands, Inc.
- **Location:** Glen Allen, VA, United States
- **Salary:** $60,000 - $73,000
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Content Analysis, Knowledge Management, Indexer, Agentic-AI, Zendesk, Software Version Control
- **Published:** November 6, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a47d9bd235dc8d35

## About the Role

* 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.

## Description

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.