AI Knowledge Designer

ABOUT US

CDB Group is Australasia’s largest importer and distributor of electrical products, proudly serving New Zealand and Australia since 2000. We are a market leader across appliances, lighting, electrical accessories, and consumer electronics, representing over 25 trusted brands.

Our success is built on strong partnerships, world class logistics, and a commitment to innovation and quality. We’re big enough to operate at scale, but small enough that you’ll know everyone’s name. A fast moving, down to earth team that backs ideas and focuses on getting things done.

OBJECTIVES OF THE POSITION

To make our help centers genuinely useful and our AI agents genuinely capable — writing the content and shaping the conversations that let customers resolve their own questions instantly, at any hour, without waiting on a reply.

This is a new role at CDB. There is no established playbook to inherit, and you will build the approach alongside the Customer Service Manager rather than being handed a brief.

RESPONSIBILITIES

HELP CENTRE CONTENT

• Rewrite existing help articles so customers can find accurate answers quickly and easily

• Identify and resolve duplicated, outdated or conflicting content across brand help centers

• Write new help content based on the topics customers are actually contacting us about

• Translate technical product information into clear, plain language for a general audience

• Maintain a consistent tone of voice across a diverse product portfolio

AI AGENT DESIGN + TESTING

• Assist in designing AI agent conversation flows — what is asked, in what order, and when a query is escalated

• Write and refine AI agent procedures within Zendesk

• Test AI agent conversations, identify where they fail, and implement improvements

• Help determine which customer queries are suitable for automation and which require human support

• Ensure AI agents escalate appropriately on safety, warranty and compliance related queries

CONTENT PERFORMANCE + IMPROVEMENT

• Review help center and AI agent performance data to identify content gaps and opportunities

• Prioritize content work based on customer contact volumes and performance metrics

• Monitor how content and agents perform after changes, and keep improving them

KNOWLEDGE CAPTURE + GOVERNANCE

• Document product knowledge held by the Customer Service team but not yet written down

• Partner with Product Managers to verify product information prior to publishing

• Maintain consistent structure, naming and tone of voice across all brand help centers

• Maintain an accurate working knowledge of the current product range

GENERAL

• Work day to day alongside the Customer Service Manager

• Support ongoing content and AI initiatives across the business

• Other duties as required

COMPETENCIES

• Demonstrated writing ability — clear, concise, plain language, supported by examples of your work

• More than a passing interest in AI, with an understanding of how these tools work behind the scenes

• Thinks in systems and procedures rather than individual tasks

• Computer literate and quick to pick up new business systems (Zendesk, Shopify, Microsoft 365)

• Comfortable interpreting reporting and data to inform content decisions

• No minimum years of experience — equally interested in recent graduates and those with a few years behind them

PERSONAL QUALITIES

• Sharp and curious, with genuine enthusiasm for what AI can and cannot do

• Systems minded — sees the structure behind a problem, not just the task in front of them

• Asks questions rather than making assumptions, particularly on safety and compliance content

• Collaborative and comfortable sharing work in progress

• Practical problem solver with a ‘make it happen’ attitude

• Thrives in a fluid environment with shifting priorities

PERFORMANCE INDICATORS

• Reduction in customer contacts for topics covered by published help content

• AI agent resolution rate across in scope query types

• Help content reviewed, updated or published against agreed targets

• Accuracy of published content, verified with Product Managers prior to publishing

• Improved customer feedback on help center content

• Reduced reliance on the Customer Service Manager to drive content and agent improvements