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RentSpree · 3 weeks ago

Knowledge Management Lead

United States

Full-time

Remote

Entry, Mid Level

$80K/yr - $100K/yr

2+ years exp

RentSpree is the nation's leading home rental software, dedicated to simplifying the rental journey. The Knowledge Management Lead will be responsible for creating and maintaining educational resources, managing the Help Center, and optimizing AI-powered self-service tools to enhance customer experience.

PaymentsReal EstateRental PropertySoftware

Responsibilities

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Proactively audit, update, and retire outdated or low-performing content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

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

Qualification

Customer onboardingAI workflowsKnowledge Base managementVideo creation/editingSaaS experienceCross-functional collaborationCustomer engagement toolsInstructional designCommunication skillsProject management

Required

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

Benefits

Equity Options: Share in the value we’re creating—your work makes a real impact.

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!