Onboarding Specialist

Job description

**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.