Onboarding Specialist
About Us
Scotch is building the next-generation operating system for beverage alcohol retailers — combining POS, payments, back office, and e-commerce into a platform purpose-built for liquor stores.
We’re modernizing one of the oldest industries in the world: the $1.6T beverage alcohol market. Our platform helps retailers run more efficiently through streamlined payments, inventory management, reporting, and day-to-day operations.
Our founding team includes leaders from Skupos (acquired in 2023), Drizly (acquired by Uber), and engineering leaders from top technology companies. We’ve raised $28M from VMG, First Round, Lerer Hippeau, Watchfire, and Toba Capital, alongside angels including the founder of Drizly and early executives from Toast. Forbes has recognized Scotch as a leader in the liquor retail technology space.
Position Overview
As an Onboarding Specialist, you’ll guide new customers through the implementation of Scotch’s POS platform — from hardware setup and software configuration to training and go-live support. You’ll play a critical role in helping customers successfully adopt the platform and feel confident using it in their day-to-day operations.
This is a high-impact, customer-facing role that combines technical troubleshooting, project coordination, and relationship management. You’ll work closely with customers and internal teams to ensure every implementation is smooth, organized, and set up for long-term success.
Key Responsibilities
- Own the end-to-end onboarding experience for new customers, ensuring a smooth transition onto the Scotch platform
- Configure and deploy POS software, including payments, inventory management, reporting, and related workflows
- Coordinate and support hardware setup, including touch terminals, receipt printers, barcode scanners, and cash drawers
- Lead remote and occasional on-site customer trainings to ensure users are comfortable and confident using the system
- Serve as the primary point of contact during onboarding, proactively communicating timelines, next steps, and issue resolution
- Troubleshoot implementation issues and escalate technical problems when needed
- Build and maintain onboarding documentation, training materials, FAQs, and process guides
- Partner closely with Sales, Support, Product, and Engineering teams to ensure a seamless customer experience
- Track onboarding milestones, implementation progress, and customer readiness for go-live
- Share customer feedback and recurring pain points to help improve the product and onboarding experience over time
Qualifications & Skills
- 2+ years of experience in customer onboarding, implementation, technical support, or a similar customer-facing operational role
- Experience working with POS systems, fintech products, or other hardware/software implementations preferred
- Familiarity with POS hardware such as receipt printers, barcode scanners, payment terminals, and cash drawers
- Strong troubleshooting and problem-solving skills, especially in live customer environments
- Excellent communication skills with the ability to explain technical concepts clearly and simply
- Strong organizational skills and ability to manage multiple implementations simultaneously
- Comfortable working independently in a fast-paced startup environment
- Detail-oriented with a strong sense of ownership and follow-through
Compensation & Benefits
- The anticipated base salary range for this position is $75,000 - $85,000. Individual offers are based on a variety of factors, including experience, skills, qualifications, and internal equity.
- Competitive equity package
- Comprehensive medical, dental, and vision coverage
- Unlimited flexible PTO
Why Scotch?
- Build from the ground floor: Help shape onboarding processes and operational standards as we scale
- Make a direct impact: Play a critical role in the customer experience during a key stage of growth
- Work cross-functionally: Collaborate closely with Sales, Support, Product, and Engineering
- Grow with the company: Join a fast-growing team with significant long-term opportunity
Scotch is an equal opportunity employer. We value diverse perspectives and are committed to creating an inclusive environment for all employees.
Skills Required
- 2+ years of experience in customer onboarding, implementation, technical support, or a similar customer-facing operational role
- Experience working with POS systems, fintech products, or other hardware/software implementations
- Familiarity with POS hardware, including receipt printers, barcode scanners, payment terminals, and cash drawers
- Strong troubleshooting and problem-solving skills, especially in live customer environments
- Excellent communication skills and ability to explain technical concepts clearly and simply
- Strong organizational skills and ability to manage multiple implementations simultaneously
- Comfort working independently in a fast-paced startup environment
- Detail-oriented with a strong sense of ownership and follow-through
What the Team is Saying
Scotch Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, and vision, with multiple plan options. One posting states the company covers 75% of employee premiums, strengthening the core plan value.
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Affordable Benefits — Employer contribution to health premiums is cited at 75% for employees on at least one role. This cost share positions coverage as relatively affordable for a small, early-stage company.
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Leave & Time Off Breadth — Unlimited flexible PTO is consistently advertised, with statements that employees are encouraged to use it. This signals broad time-off access even if exact typical usage is not publicly documented.
Scotch Insights
What We Do
From neighborhood stores to destination warehouses, liquor retailers of all sizes have been held back by manual tasks, slow systems and limited business intelligence. So we decided to build something better — smarter software that saves time and improves margins so independent retailers could focus on their customers, not manually managing inventory.
Why Work With Us
Company building is a team sport, and we aim to to win the World Championships. We’re looking for heat-seeking missiles that aspire to be the absolute best in their field, to constantly raise the bar amongst their peers, and to win. We’re a low-ego, high-outcome focused crew with a strict no asshole policy.
Scotch Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We're a distributed remote team, with our headquarters in Denver, CO. We hire the best people we can find, regardless of location.
