Knowledge Management Lead

RentSpree is the nation's leading home rental software. Our award-winning product suite simplifies the entire rental journey—from applications and screening to payments and lease management. Our mission is to bring transparency, efficiency, and trust to agents, landlords, and renters alike.

With over 4 million users, partnerships with 300+ leading real estate companies and MLS platforms, and nine years of consistent growth, RentSpree is at the forefront of proptech innovation. Our award-winning solutions deliver automation and real-time insights that make renting faster, easier, and more secure for our customers.

RentSpree is a proud Forbes' Best Startup Employer and we were also ranked one of BuiltIn Seattle’s Best Places to Work. As one of the fastest-growing property tech startups in the U.S., we’re looking for talented problem-solvers to contribute meaningful impact as we scale. 

At RentSpree, we believe first impressions are everything—and as our Product Enablement Specialist, you’ll play a pivotal role in creating exceptional experiences at all stages of the user experience. You’ll be the go-to expert for onboarding, product education, and knowledge-sharing, helping both customers and internal teams unlock the full value of RentSpree’s suite of tools.

In this role, you’ll create intuitive video walkthroughs and keep our Knowledge Base and training resources accurate, discoverable, and up to date. You’ll also produce weekly internal update videos to keep the company aligned on product changes and partner closely with Product, Marketing, Sales, Support, and Engineering to ensure a consistent, informed, and high-quality user experience. In addition, you’ll play a key role in evolving RentSpree’s AI-powered self-service experience by ensuring our automation tools are accurate, effective, and continuously improving.

This role is a remote, full-time role based in Los Angeles or Seattle metros only. This role will align with PST hours, with occasional company-wide evening meetings.

Knowledge Management

• Interact with customers via live chat, phone support, and email as needed
• Own the strategy, structure, and upkeep of the Help Center/Knowledge Base
• Write, edit, and maintain high-quality, user-friendly articles that reduce friction and improve understanding
• Analyze search trends and support topics to identify content gaps
• Write, edit, and maintain high-quality help articles, FAQs, troubleshooting guides, and educational resources
• Serve as the primary owner of customer-facing and internal documentation, ensuring content is accurate, consistent, and easy to understand
• Establish documentation templates, style guidelines, and best practices to ensure consistency in voice, tone, and quality
• Proactively audit, update, and retire outdated or low-performing content
• Analyze Help Center analytics, search queries, and support ticket trends to identify content gaps and prioritize updates
• Create engaging video tutorials and guided walkthroughs
• Partner with Product and Marketing to align educational content with new feature releases
• Support testing of products and new features during weekly releases
• Create internal and external training materials based on product updates

Self-Service Support

• Own the strategy, configuration, and ongoing optimization of AI-powered chat and self-service tools
• Manage and optimize AI-powered chat experiences to improve resolution rates and CSAT
• Define and track KPIs to measure the success of self-service tools
• Continuously improve the customer journey by reducing time-to-value and deflection to live support
• Train and continuously refine AI responses using Knowledge Base content, real support conversations, and customer feedback
• Partner with Support, Product, and Engineering to ensure AI tools reflect current product functionality and policies
• Identify gaps where AI fails to resolve issues and proactively create or update content to improve accuracy
• Implement feedback loops to surface AI insights back to Product and Support teams
• Stay informed about emerging AI and automation best practices to continuously elevate the self-service experience.
• Experiment with automation, proactive messaging, and guided workflows to reduce friction and accelerate time-to-value

Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional tasks, projects and team support as needed.

• 2-4 years of experience in customer onboarding, education, success, or a similar client-facing role
• Experience in AI workflows within a SaaS environment
• Experience updating AI training models for direct customer interactions
• Proven ability to deliver engaging recorded product walkthroughs
• Strong written and verbal communication skills with a talent for simplifying complex topics
• Experience creating and managing Knowledge Base content, customer resources, or support documentation
• Comfortable working with video creation/editing tools (e.g., Loom, QuickTime, iMovie, Camtasia, etc.)
• Highly organized with the ability to manage multiple projects and deadlines simultaneously
• Experience collaborating cross-functionally with Product, Marketing, Sales, and Support teams
• Tech-savvy and quick to learn new platforms, tools, and workflows
• Experience working in a SaaS, PropTech, or real estate tech environment
• Familiarity with customer engagement tools (e.g., Intercom, Zendesk, HubSpot, Salesforce)
• Background in instructional design, customer education, or enablement

These encompass our guiding principles and startup culture competencies:

• Take full ownership and accountability: Drives projects from idea to execution, with pride, urgency, and a “do what it takes” mentality.
• Collaborate with clarity, candor, and respect: Communicate openly and courageously, offer and receive feedback well, and build trust through transparency and reliable partnership.
• Strive for excellence while staying humble: Driven with a bias for action, hold a high bar, think critically, and continuously look to improve.
• Bring a versatile, proactive mindset: Adapt to evolving needs, anticipate challenges, take initiative, be resourceful, and embrace opportunities to achieve high quality results.
• Innovate and learn fast: Experiment, learn from failure, and seek opportunities to introduce new methods or diverse ways of achieving results.
• Engage in healthy debate and commit as a team: Contribute ideas, challenge constructively, and align quickly for decisive action.
• AI is a core skill: Equip yourself to use AI in your daily workflow, boosting productivity, accelerating RentSpree’s growth, and building future-ready career skills in a world where AI literacy is essential.

As a fast-growing startup, our culture is built on collaboration, curiosity, and the drive to build something meaningful together. From most comprehensive benefits starting on day one to an environment built on trust, respect, and belonging, we make sure our team feels supported every step of the way. Here’s what we offer:

• Compensation: $80k – $100k base
• Equity Options: Share in the value we’re creating—your work makes a real impact.
• Team-First Culture: Join a group of talented, supportive teammates who inspire each other to do their best work and celebrate every win.
• Learning & Development: Ongoing support for your growth through resources, coaching, and career development opportunities.
• Health Coverage: Comprehensive employee + dependent medical, dental, and vision insurance, as well as HSA/FSA options. Plus, enjoy additional health perks like access to Headspace Care+, gym membership discounts, and much more — because your well-being matters, inside and out.
• Plan for your future: Life, disability, and Simple IRA retirement plan with company match to support your future.
• Flexible Vacation Policy: We trust you to take the time you need to rest and recharge.
• Holidays: Enjoy 12 holidays throughout the year, as a part of our commitment to honoring culture, history, and time to recharge. 
• Events: We make time to connect and celebrate through reimbursable weekly team lunches, game nights, events, and more, both in-person and remotely.
• Recognition Programs: Team members can recognize their peers with Sprees, which are redeemable for gift cards and/or donations to an organization of your choice, or nominate a colleague for a S.P.R.E.E. Award to spotlight above-and-beyond contributions, which may be rewarded with a spot bonus. Our Work Anniversary Program also honors employee milestones with personalized tokens of appreciation!
• Business Expense Allowance & Internet Reimbursement: Get the tools and support you need to do your best work.
• Parental Leave & Fertility Support: Inclusive benefits to support you and your family, wherever you are in life.
• Legal & tax benefits: We offer group legal benefits and tax support through RocketLawyer.
• Seattle HQ: If you’ll be working from our Seattle office, you’ll receive a company-sponsored Orca card to cover the cost of public transportation to and from the office!

We’re a team of talented, kind, and supportive people who take ownership, move with urgency, and strive for excellence. If you’re ready to roll up your sleeves and take on exciting challenges, we’d love to hear from you, even if you don’t meet every requirement!

RentSpree is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. RentSpree makes hiring decisions based solely on qualifications, merit, and business needs at the time.