Knowledge Management Lead

About Rent Spree

Rent Spree 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, Rent Spree 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.

Rent Spree is a proud Forbes' Best Startup Employer and was ranked one of Built In 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 Rent Spree, we help create 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 Rent Spree’s suite of tools. In this role, you’ll create intuitive video walkthroughs and keep our Knowledge Base accurate and discoverable. You’ll produce weekly internal update videos, partner with Product, Marketing, Sales, Support, and Engineering to ensure a consistent and high-quality user experience, and evolve Rent Spree’s AI-powered self-service experience.

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

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• Proactively audit, update, and retire outdated or low-performing content.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

• 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…