Senior Customer Onboarding Specialist

<p><strong>About Us</strong></p>
<p data-start="0" data-end="190">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.</p>
<p data-start="192" data-end="427">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.</p>
<p data-start="429" data-end="951" data-is-last-node="" data-is-only-node="">Our founding team includes leaders from <span class="hover:entity-accent entity-underline inline cursor-pointer align-baseline"><span class="whitespace-normal">Skupos</span></span> (acquired in 2023), <span class="hover:entity-accent entity-underline inline cursor-pointer align-baseline"><span class="whitespace-normal">Drizly</span></span> (acquired by <span class="hover:entity-accent entity-underline inline cursor-pointer align-baseline"><span class="whitespace-normal">Uber</span></span>), 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 <span class="hover:entity-accent entity-underline inline cursor-pointer align-baseline"><span class="whitespace-normal">Toast</span></span>. Forbes has recognized Scotch as a leader in the liquor retail technology space.</p>
<p><strong>Position Overview</strong></p>
<p data-pm-slice="1 1 []">As a Senior Customer Onboarding Specialist at Scotch, you'll own the end-to-end onboarding experience for new customers, serving as their primary point of contact from contract signing through successful go-live. You'll be responsible for ensuring every implementation is organized, executed on time, and delivers an exceptional customer experience.</p>
<p>This is a highly customer-facing, hands-on role that requires a combination of technical expertise, project management, and outstanding customer service. You'll manage multiple implementations simultaneously, coordinating everything from hardware setup and software configuration to customer training, troubleshooting, and go-live support.</p>
<p>We're looking for someone who takes complete ownership of their work, anticipates customer needs, and follows through on every commitment. You should be exceptionally organized, detail-oriented, and proactive in your communication. Customers should never have to wonder what's happening next, chase down an update, or question whether something is being handled.</p>
<p>Success in this role requires flexibility, urgency, and a willingness to go above and beyond for our customers. That includes traveling to customer locations, adapting to their operating schedules, and occasionally working outside traditional business hours to ensure a successful implementation. We need someone who understands that onboarding sets the tone for the entire customer relationship and takes pride in getting every detail right.</p>
<p><strong>Key Responsibilities</strong></p>
<ul>
<li>Own the end-to-end customer onboarding experience, serving as the primary point of contact from contract signing through successful go-live.</li>
<li>Deliver exceptional customer service through proactive, timely communication, clear expectation-setting, and consistent follow-through on customer commitments.</li>
<li>Independently manage multiple implementations simultaneously, maintaining detailed project plans, timelines, milestones, action items, and customer documentation.</li>
<li>Anticipate customer needs, identify potential roadblocks, and proactively resolve issues to keep implementations on track and ensure a seamless customer experience.</li>
<li>Configure and deploy Scotch's POS platform, including payments, inventory management, reporting, and related operational workflows.</li>
<li>Coordinate and execute hardware installations, including POS terminals, receipt printers, barcode scanners, payment devices, and cash drawers.</li>
<li>Lead remote and on-site customer training, ensuring store owners, managers, and employees are confident using Scotch's platform.</li>
<li>Troubleshoot technical and operational challenges, taking ownership of issues through resolution and escalating appropriately when additional support is needed.</li>
<li>Partner closely with Sales, Support, Product, and Engineering to coordinate implementation requirements, resolve dependencies, and ensure seamless customer handoffs.</li>
<li>Ensure implementation readiness and successful go-live by validating hardware, software configurations, customer training, and outstanding requirements.</li>
<li>Travel to customer locations as needed, demonstrating flexibility to accommodate customer schedules, including occasional evenings, weekends, and Sunday travel for installations.</li>
<li>Identify opportunities to improve onboarding processes, documentation, and training resources to drive greater efficiency and customer satisfaction.</li>
</ul>
<p><strong>Qualifications & Skills</strong></p>
<ul>
<li>4+ years of experience in customer onboarding, software implementation, technical account management, or a similarly high-touch, customer-facing role, with demonstrated ownership of complex customer implementations.</li>
<li>Exceptional customer service skills, with a proven ability to build trust, manage expectations, resolve concerns, and consistently deliver a positive customer experience.</li>
<li>Outstanding organizational and project management skills, including the ability to independently manage multiple active implementations, competing priorities, deadlines, and customer commitments without sacrificing quality.</li>
<li>Excellent written and verbal communication skills, with a strong emphasis on timely responses, proactive updates, clear expectation-setting, and consistent customer follow-through.</li>
<li>Demonstrated ownership and accountability, with a track record of taking initiative, following through on commitments, and driving issues to resolution without requiring constant oversight.</li>
<li>Exceptional attention to detail, with the ability to maintain accurate documentation, identify potential issues early, and ensure critical implementation steps are completed correctly.</li>
<li>Strong technical aptitude and troubleshooting skills, with the ability to diagnose and resolve hardware, software, and operational challenges in live customer environments.</li>
<li>Experience with POS systems, payments technology, retail operations, or other hardware/software implementations strongly preferred.</li>
<li>Familiarity with POS hardware, including receipt printers, barcode scanners, payment terminals, and cash drawers, preferred.</li>
<li>Ability to remain composed, professional, and solutions-oriented when navigating customer concerns, competing priorities, or time-sensitive implementation issues.</li>
<li>Comfortable working independently in a fast-paced, evolving startup environment where priorities may shift and initiative is expected.</li>
<li>Willingness and ability to travel regularly, including occasional overnight stays, weekend travel, and schedule adjustments to accommodate customer installations and go-live requirements.A customer-first mindset, strong work ethic, and genuine pride in delivering high-quality work and following through on every detail.</li>
</ul>
<p><strong>Compensation & Benefits</strong> </p>
<ul>
<li>The anticipated base salary range for this position is $100,000 - $110,000. Individual offers are based on a variety of factors, including experience, skills, qualifications, and internal equity. </li>
<li data-section-id="1lwz7u8" data-start="3774" data-end="3802">Competitive equity package</li>
<li data-section-id="pmkcs8" data-start="3803" data-end="3855">Comprehensive medical, dental, and vision coverage</li>
<li data-section-id="idi915" data-start="3856" data-end="3880">Unlimited flexible PTO</li>
</ul>
<p><strong>Why Scotch?</strong></p>
<ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3">
<li data-section-id="1lq9yj1" data-start="2750" data-end="2854"><strong data-start="2752" data-end="2784">Build from the ground floor:</strong> Help shape onboarding processes and operational standards as we scale</li>
<li data-section-id="1fnlxpl" data-start="2855" data-end="2959"><strong data-start="2857" data-end="2882">Make a direct impact:</strong> Play a critical role in the customer experience during a key stage of growth</li>
<li data-section-id="wzenez" data-start="2960" data-end="3056"><strong data-start="2962" data-end="2990">Work cross-functionally:</strong> Collaborate closely with Sales, Support, Product, and Engineering</li>
<li data-section-id="va0xqa" data-start="3057" data-end="3149"><strong data-start="3059" data-end="3085">Grow with the company:</strong> Join a fast-growing team with significant long-term opportunity</li>
</ul>
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<p data-start="4786" data-end="4930" data-is-last-node="" data-is-only-node="">Scotch is an equal opportunity employer. We value diverse perspectives and are committed to creating an inclusive environment for all employees.</p>
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