Knowledge Management Lead

RentSpree•Los Angeles, CA

3d•$80,000 - $100,000•Remote

About The Position

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.

Requirements

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)

Nice To Haves

Background in instructional design, customer education, or enablement

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
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

Benefits

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!