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Salary: USD 100,000 - 110,000 / annual
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 has raised $28M from top-tier investors including VMG, First Round, and Lerer Hippeau, with a founding team from Skupos, Drizly, and leading tech companies.
As Senior Customer Onboarding Specialist, you will own the end-to-end onboarding experience for new customers, serving as their primary point of contact from contract signing through successful go-live. This is a highly customer-facing, hands-on role requiring a combination of technical expertise, project management, and exceptional customer service.
Key responsibilities include:
- Managing multiple simultaneous implementations with detailed project plans, timelines, and documentation
- Configuring and deploying Scotch's POS platform, including payments, inventory management, and operational workflows
- Coordinating hardware installations (POS terminals, receipt printers, barcode scanners, payment devices, cash drawers)
- Leading remote and on-site customer training for store owners, managers, and employees
- Troubleshooting technical and operational challenges, escalating appropriately when needed
- Partnering with Sales, Support, Product, and Engineering to coordinate implementation requirements
- Validating implementation readiness and ensuring successful go-live
- Traveling to customer locations to accommodate their schedules, including occasional evenings, weekends, and Sunday installations
- Identifying opportunities to improve onboarding processes and documentation
You will be expected to anticipate customer needs, proactively resolve issues, maintain exceptional communication, and demonstrate complete ownership of your work. Success requires flexibility, urgency, and a willingness to go above and beyond to ensure every implementation sets the right tone for the customer relationship.
Qualifications & Requirements:
- 4+ years of experience in customer onboarding, software implementation, technical account management, or similarly high-touch customer-facing roles with demonstrated ownership of complex implementations
- Exceptional customer service skills with proven ability to build trust, manage expectations, and deliver positive customer experiences
- Outstanding organizational and project management skills to independently manage multiple active implementations and competing priorities
- Excellent written and verbal communication skills with emphasis on timely responses and proactive updates
- Demonstrated ownership and accountability with track record of taking initiative and driving issues to resolution
- Exceptional attention to detail with ability to maintain accurate documentation and identify potential issues early
- Strong technical aptitude and troubleshooting skills for hardware, software, and operational challenges
- Experience with POS systems, payments technology, retail operations, or hardware/software implementations strongly preferred
- Familiarity with POS hardware (receipt printers, barcode scanners, payment terminals, cash drawers) preferred
- Ability to remain composed and solutions-oriented when navigating customer concerns and time-sensitive issues
- Comfortable working independently in fast-paced startup environment where priorities shift
- Willingness and ability to travel regularly, including overnight stays and weekend travel to accommodate customer installations
