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Scotch is building a next-generation operating system for beverage alcohol retailers, combining POS, payments, back office, and e-commerce into a unified platform. The company is modernizing the $1.6T beverage alcohol market with a founding team from Skupos (acquired 2023), Drizly (acquired by Uber), and top tech companies. Scotch has raised $28M from VMG, First Round, Lerer Hippeau, and others.
As an Onboarding Specialist, you will guide new customers through the complete implementation of Scotch's POS platform—from hardware setup and software configuration through training and go-live support. This is a high-impact, customer-facing role combining technical troubleshooting, project coordination, and relationship management.
Key responsibilities include owning the end-to-end onboarding experience for new customers; configuring and deploying POS software including payments, inventory management, and reporting workflows; coordinating hardware setup (terminals, printers, scanners, cash drawers); leading remote and on-site customer trainings; serving as the primary point of contact during onboarding with proactive communication; troubleshooting implementation issues and escalating technical problems; building onboarding documentation and training materials; partnering with Sales, Support, Product, and Engineering teams; tracking onboarding milestones and implementation progress; and sharing customer feedback to improve the product and onboarding experience.
Required qualifications include 2+ years of experience in customer onboarding, implementation, technical support, or similar customer-facing operational roles. Preferred experience includes working with POS systems, fintech products, or hardware/software implementations; familiarity with POS hardware (receipt printers, barcode scanners, payment terminals, cash drawers); strong troubleshooting and problem-solving skills in live customer environments; and excellent communication abilities.
