Build the Future with Us — EquipmentShare is Hiring a Service Writer

At EquipmentShare, we’re not just filling a role — we’re assembling the best team on the planet to build something that’s never been built before. We’re on a mission to transform an industry that’s been stuck in the past by empowering contractors and communities through innovative technology, real-time support, and a team that truly cares.

We’re hiring a Service Writer at our rental facility in Nashville, TN, and we’re looking for someone who’s ready to grow with us, bring energy and drive to their work, and help us build the future of construction. Service Writers are responsible for scheduling rentals and maintaining customer service standards with customers.

Schedule: Monday to Friday, 7:00 AM to 5:00 PM, and offers overtime pay after working 40 hours. (This role is subject to on-call scheduling with additional compensation provided)

Primary Responsibilities

• Write customer damage work orders, order parts and bill work orders

• Assist the service manager to manage customer damage and internal work orders

• Respond to inbound leads and guide customers through the EquipmentShare rental process

• Expand our existing customer base by building relationships with contractors and construction company principals. Educate our customers about the numerous ways EquipmentShare can help save them money, make more money, and operate more efficiently

• Maintain and nurture existing customer relationships to ensure our customers are 100% satisfied with the level of service and support they are receiving from EquipmentShare. Keep them up-­to­-date about new or additional ways in which EquipmentShare can help improve their business

• Promptly respond to and resolve customer inquiries, requests, complaints or other communications

• Develop new sales strategies and techniques to increase our market share and improve our customer experience

Why EquipmentShare?

Because we do things differently — and we think you’ll feel it from day one. We’re a people-first company powered by cutting-edge technology. That means our proprietary T3 platform doesn’t just run our business — it also makes your job easier, safer, and more connected. Whether you’re behind the wheel, under the hood, leading a branch, or closing deals — tech supports you, and you drive us forward.

We’re a team of problem-solvers, go-getters, and builders. And we’re looking for teammates who take pride in doing meaningful work and want to be part of building something special.

Perks & Benefits

• Monthly Family Dinner Night — We treat you and your family to dinner every month, because family comes first. (An employee favorite!) *restrictions apply
  
  
• Competitive compensation
  
  
• Full medical, dental, and vision coverage for full-time employees
  
  
• Generous PTO + paid holidays
  
  
• 401(k) + company match
  
  
• Tool and boot reimbursements (role dependent)
  
  
• Gym membership stipend + wellness programs (earn PTO and prizes!)
  
  
• Company events, food truck nights, and monthly team dinners
  
  
• 16 hours of paid volunteer time per year — give back to the community you call home
  
  
• Career advancement, leadership training, and professional development opportunities

About You

You want to be part of a team that’s not just changing an industry for the sake of change — we’re transforming it to make it safer, more secure, and more productive. You bring grit, heart, and humility to your work, and you’re excited about the opportunity to grow within a fast-paced, mission-driven environment.

We’re looking for people who:

• See challenges as opportunities
  
  
• Embrace change and continuous improvement
  
  
• Bring energy, effort, and optimism every day

Skills & Qualifications 

Required Skills/Abilities: 

• You’re a great listener and care about solving your customer’s problems

• You’re energized by building, nurturing and maintaining relationships with customers throughout every step of the rental process

• You have strong interpersonal and problem-solving skills

• You can adapt to the fast pace of a growing company and stay continuously educated on the latest EquipmentShare products and services

Education and Experience:

• 3–4 years of sales experience (equipment sales experience is a plus)

• High School diploma or equivalent

Physical Requirements:

• This is a safety sensitive position and any offer of employment will be contingent on passing a 10 panel drug screen

A Workplace For All

At EquipmentShare, we believe the best solutions come from a team that reflects the world around us. Our initiative — A Workplace For All — is rooted in the belief that we must work together to solve some of the toughest problems in construction. That means attracting, developing, and retaining great people from all walks of life.

We value different backgrounds, talents, and perspectives. We want you to feel like you belong here — because you do.

EquipmentShare is an EOE M/F/D/V.

Employment is contingent on passing a background check. Additionally, some roles require passing a drug test, depending on the job responsibilities.

About the team/role

As the Staff Knowledge Base Specialist, you will be a senior contributor to the knowledge systems that enable both Checkr's human and digital workers to resolve issues accurately and efficiently. This is a senior individual contributor role within Shared Services, responsible for leading complex, cross-functional knowledge programs that span department boundaries and directly shape the quality of agent-assisted and AI-driven resolution at scale. You will set strategy, clarify goals, and independently drive programs from initiation to measurable outcomes.

Knowledge at Checkr serves a dual audience: human agents who rely on clear, actionable content to resolve complex cases, and AI agents that retrieve, reason over, and act on that same knowledge base autonomously. This role requires mastery of both dimensions. You will design content that is clear and actionable for human agents while simultaneously being structured for accurate AI retrieval, optimized for fast search, and enriched with metadata that drives correct segmentation and response logic. You will also build, manage, and iterate on AI workforce agents that accelerate knowledge operations, treating them as members of your toolkit the same way you would a contractor or vendor.

Our ideal candidate brings a rare combination of disciplines: the precision of a technical writer, the systems thinking of an information architect, and the LLM fluency of a prompt engineer. You have hands-on experience building knowledge for RAG-based AI systems, a sharp instinct for the content gaps that cause agent escalations and model hallucinations, and the ability to drive alignment across engineering, product, quality, and operations partners. You thrive in ambiguity, mentor peers, and balance department impact with broader company objectives. You are startup-minded: comfortable building from scratch, owning ambiguous problems end to end, and leveraging AI agents as force multipliers to drive outcomes at a scale beyond what manual effort allows.

This role is based in Nashville, TN and requires periodic travel (<25%) to connect with teams across Checkr office locations in San Francisco and Denver.

What you'll do

• Design and drive Checkr's agent-facing knowledge architecture: content structure, chunking strategy, metadata schema, retrieval optimization, and decision logic encoding for both human and AI agent consumption.
• Independently lead complex, cross-functional knowledge programs from initiation to delivery, coordinating with product, engineering, quality, and operations stakeholders to set strategy and achieve program goals within planned timeframes.
• Build, deploy, and manage AI workforce agents that execute knowledge operations tasks, including content audits, metadata enrichment, quality checks, and triage workflows, owning agent performance and iterating on prompts, logic, and guardrails to improve outcomes.
• Define and enforce authoring standards that serve a dual audience: content readable and actionable for frontline BPO agents, and structured for accurate, low-latency AI retrieval.
• Design and manage analytical workflows, including AI assisted triage, to surface knowledge gaps from escalation patterns, quality scores, and conversation failure logs.
• Proactively identify and anticipate risks and gaps in the knowledge ecosystem, including content that misleads agents, creates compliance exposure, or degrades AI performance; propose and execute next steps without waiting to be directed.
• Build and maintain metadata frameworks that ensure knowledge is correctly segmented across agent types, customer tiers, product lines, and support workflows.
• Partner with AI/Product and Engineering teams to surface knowledge-side limitations affecting agent and AI resolution quality, influence prompt design, and advocate for platform enhancements.
• Identify opportunities across agent and AI performance data to drive continuous improvements to content standards, knowledge architecture, and intake processes.
• Serve as a trusted cross-functional partner to Quality, Training, Service Design, and frontline operations teams, translating frontline agent experience needs into knowledge improvements.
• Mentor Knowledge team members on agent-aware and AI-aware authoring practices, providing clear, specific feedback and coaching to build team capability.

What you bring

• 5+ years of experience in knowledge management, information architecture, technical writing, or content operations, with demonstrated progression in scope and complexity.
• 2+ years of hands-on experience building knowledge for AI systems, including chunking strategies, metadata design, retrieval accuracy improvement, and hallucination reduction in a RAG-based environment.
• Experience designing content for a dual audience: human agents who need clear, scannable, actionable content and AI systems that require precision structure for accurate retrieval and reasoning.
• Hands-on experience building and managing AI agents or automated workflows (e.g., prompt chains, decision agents, RPA sequences) to execute operational tasks at scale.
• Proven ability to independently lead complex, cross-functional programs, balancing department priorities with broader company objectives and driving outcomes without direct authority.
• Fluency with leading LLMs (GPT-4, Claude, Gemini) and Gen AI concepts including RAG, agentic AI, chain-of-thought prompting, decision flows, and vector search.
• Strong systems thinking: ability to trace how a knowledge gap, metadata error, or unclear procedure propagates into agent escalations, AI failures, and customer experience degradation.
• Analytical mindset with comfort reading quality scores, latency logs, and accuracy data to diagnose root causes and design targeted solutions.
• Track record of proactively identifying risks, leading retrospectives, and implementing process improvements that prevent recurring issues.
• Demonstrated ability to mentor and coach more junior team members; experience leading external contractors is a plus.
• Exceptional written communication: able to produce clear, actionable content for agent-facing audiences and translate complex AI-system concepts into standards and recommendations for varied stakeholders.
• Preferred: Experience with Zendesk or Salesforce knowledge bases.
• Preferred: Background in support operations or conversation design.
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes

What you'll get

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive compensation and opportunity for advancement
• 100% medical, dental, and vision coverage
• Up to $25K reimbursement for fertility, adoption, and parental planning services
• Flexible PTO policy
• Monthly wellness stipend