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
- $85,000 per year depending on experience
- 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
How to Apply
Email [email protected] with subject line "Onboarding Specialist".
In your email, please include:
- A brief overview of your experience with onboarding, implementations, or customer support
- Any experience you have working with POS systems, hardware deployments, or technical troubleshooting
- An example of a challenging customer implementation or issue you helped resolve
- Why you’re interested in Scotch and this role specifically
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, technical support, or software implementation
- Hands-on experience with POS hardware, including receipt printers, barcode scanners, and cash drawers
- Strong troubleshooting skills
- Excellent communication and customer service skills
- Ability to explain technical concepts clearly
- Strong organizational skills and attention to detail
- Ability to work independently and manage multiple customer implementations simultaneously
What the Team is Saying
Scotch Compensation & Benefits Highlights
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Healthcare Strength — Health, dental, and vision insurance are listed as core benefits, and job materials describe comprehensive medical coverage. Feedback suggests these offerings are positioned as a solid baseline for a small, well‑funded startup.
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Equity Value & Accessibility — Company equity is included as part of total compensation. Feedback suggests this signals meaningful ownership participation for employees at an early‑stage firm.
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Leave & Time Off Breadth — An unlimited PTO policy is explicitly offered. Feedback suggests this indicates flexible time‑off potential when team norms support usage.
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. We hire the best people we can find, regardless of location. We maintain offices in Denver and San Francisco.
