--- title: 'Senior Customer Onboarding Specialist at Scotch' canonical: 'https://feeny.ai/job/senior-customer-onboarding-specialist-scotch-denver-5yyatgmnc3q7' type: 'job' last_seen: '2026-10-17' --- # Senior Customer Onboarding Specialist at Scotch - **Company:** Scotch - **Location:** Denver, CO - **Posted:** 2026-10-12 - **Last confirmed live:** 2026-10-17 - **Apply:** https://job-boards.greenhouse.io/scotch/jobs/5450204008 ## Job description ## 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 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. 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. 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. 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. ## Key Responsibilities - Own the end-to-end customer onboarding experience, serving as the primary point of contact from contract signing through successful go-live. - Deliver exceptional customer service through proactive, timely communication, clear expectation-setting, and consistent follow-through on customer commitments. - Independently manage multiple implementations simultaneously, maintaining detailed project plans, timelines, milestones, action items, and customer documentation. - Anticipate customer needs, identify potential roadblocks, and proactively resolve issues to keep implementations on track and ensure a seamless customer experience. - Configure and deploy Scotch's POS platform, including payments, inventory management, reporting, and related operational workflows. - Coordinate and execute hardware installations, including POS terminals, receipt printers, barcode scanners, payment devices, and cash drawers. - Lead remote and on-site customer training, ensuring store owners, managers, and employees are confident using Scotch's platform. - Troubleshoot technical and operational challenges, taking ownership of issues through resolution and escalating appropriately when additional support is needed. - Partner closely with Sales, Support, Product, and Engineering to coordinate implementation requirements, resolve dependencies, and ensure seamless customer handoffs. - Ensure implementation readiness and successful go-live by validating hardware, software configurations, customer training, and outstanding requirements. - Travel to customer locations as needed, demonstrating flexibility to accommodate customer schedules, including occasional evenings, weekends, and Sunday travel for installations. - Identify opportunities to improve onboarding processes, documentation, and training resources to drive greater efficiency and customer satisfaction. ## Qualifications & Skills - 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. - Exceptional customer service skills, with a proven ability to build trust, manage expectations, resolve concerns, and consistently deliver a positive customer experience. - Outstanding organizational and project management skills, including the ability to independently manage multiple active implementations, competing priorities, deadlines, and customer commitments without sacrificing quality. - Excellent written and verbal communication skills, with a strong emphasis on timely responses, proactive updates, clear expectation-setting, and consistent customer follow-through. - Demonstrated ownership and accountability, with a track record of taking initiative, following through on commitments, and driving issues to resolution without requiring constant oversight. - Exceptional attention to detail, with the ability to maintain accurate documentation, identify potential issues early, and ensure critical implementation steps are completed correctly. - Strong technical aptitude and troubleshooting skills, with the ability to diagnose and resolve hardware, software, and operational challenges in live customer environments. - Experience with POS systems, payments technology, retail operations, or other hardware/software implementations strongly preferred. - Familiarity with POS hardware, including receipt printers, barcode scanners, payment terminals, and cash drawers, preferred. - Ability to remain composed, professional, and solutions-oriented when navigating customer concerns, competing priorities, or time-sensitive implementation issues. - Comfortable working independently in a fast-paced, evolving startup environment where priorities may shift and initiative is expected. - 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. ## Compensation & Benefits - 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. - 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. ## About Scotch ## Company Overview - **One-liner**: Scotch provides an all-in-one cloud-native operating system (POS, inventory, analytics, and payments) built exclusively for liquor retailers. - **Entity Type**: Private (Series A) - **Headquarters**: Denver, Colorado, USA - **Founded**: 2024 - **Founders**: Jake Bolling (CEO), Kevin Hodges (CRO), and Dan Chen (CTO) ## Core Business - Primary industry: Liquor retail technology / Vertical SaaS - Target customers: Independent and large-format liquor retailers (B2B, SMB to Enterprise) - Mission: To give liquor stores the systems they deserve – modern, AI‑powered tools that save time and improve margins so retailers can focus on their customers. ## Products & Services - **POS & Payments**: Point‑of‑sale system with low‑fee payment processing, designed for fast transactions and offline resilience. - **Back Office**: Automated inventory management, invoice reconciliation, cost‑change detection, SKU standardization, and deal‑sheet matching. - **AI‑Powered Insights**: Real‑time dashboards and profitability analytics that help retailers make smarter pricing and stocking decisions. - **eCommerce**: Integrated online ordering capability (mentioned on website). ## Market Standing - **Valuation**: Not publicly disclosed. - **Key Metrics**: $10M annual revenue (LinkedIn estimate); $1B annualized gross payment volume (June 2026). - **Total Funding**: ~$20M Series A (June 2026) led by VMG Partners; earlier Seed ($10M) led by First Round Capital; Pre‑Seed led by Levante. - **Notable Investors**: VMG Partners, First Round Capital, Lerer Hippeau, Toba Capital, Levante. - **Growth Signals**: 35 employees (80% in US), monthly headcount growth +10.8%; onboarding large independent retailers such as The Liquor Store of Jackson Hole, Big Bear Wine & Liquor, Corkdorks, and Everest Spirits Superstore; actively hiring across engineering, support, and operations. ## Competitive Advantages - **Vertical‑specific**: Entirely built for liquor retail – not a generic POS adapted to the category. Handles complex workflows unique to the industry (e.g., multi‑distributor invoices, 10,000–25,000 SKUs). - **Cloud‑native, AI‑first**: Replaces on‑premise legacy systems (often 30–40 years old) with a modern, always‑up‑to‑date platform. - **Proven founding team**: The CEO and CRO previously built Skupos (convenience‑store tech); the CTO was CTO of Drizly (acquired by Uber for >$1B). - **Lowest‑fee guarantee**: Payment processing fee claim differentiates from competitors. - **Automation that saves 20% of inventory time**: Automated invoice reading, cost‑change alerts, and net‑change workflows reduce manual work. ## Strategic Focus - Accelerate product development and expand the AI‑enabled operating system. - Scale engineering and go‑to‑market teams to onboard more retailers nationwide. - Continue modernizing the $250B beverage‑alcohol retail industry, one of the last major specialty retail categories still reliant on legacy systems. ## Why Work Here - **Culture**: Mission‑driven (“challenge the status quo”), early‑stage energy, and a distributed, remote‑friendly environment. - **Work Policy**: Hybrid workspace – remote with a physical office in Denver. Some roles (e.g., POS Installation Technician) require on‑site presence. - **Engineering Stack**: Ruby, Kotlin, PostgreSQL, AWS – a modern tech stack with ownership across product and infrastructure. - **Team**: 35 people total, 18 in product/tech – high impact per employee, direct access to founders. - **Perks**: Not detailed in sources, but the company emphasizes “giving retailers time back” and hiring people who want to challenge the status quo. - **Open Roles** (as of mid‑2026): Technical Support – Tier 2, Senior Manager Support & Field Operations, Onboarding Specialist, and a Point‑of‑Sale Installation Technician. ## Sources 1. [scotchpos.com](https://scotchpos.com/) 2. [scotchpos.com/about](https://scotchpos.com/about/) 3. [builtin.com](https://builtin.com/company/scotch) 4. [linkedin.com](https://www.linkedin.com/company/scotch-inc) 5. [prnewswire.com](https://www.prnewswire.com/news-releases/scotch-raises-20m-series-a-to-modernize-liquor-stores-surpasses-1b-in-payment-volume-302790781.html) ## Other roles at Scotch - [Software Engineer](https://feeny.ai/job/software-engineer-scotch-remote-zyak0qqqqjzt) - [Customer Support Specialist](https://feeny.ai/job/customer-support-specialist-scotch-2pwtjdgde25r) - [Territory Manager](https://feeny.ai/job/territory-manager-scotch-connecticut-rhode-island-aawm7t1x21fg) — Connecticut / Rhode Island - [Territory Manager](https://feeny.ai/job/territory-manager-scotch-st-louis-jbp6e53hm8yh) — St Louis, MO - [Territory Manager](https://feeny.ai/job/territory-manager-scotch-indiana-kentucky-zz4szyxzv5mp) — Indiana / Kentucky - [Territory Manager](https://feeny.ai/job/territory-manager-scotch-florida-6j7aa0q3wqdk) — Florida - [Territory Manager](https://feeny.ai/job/territory-manager-scotch-oklahoma-arkansas-6ant4zsgyg1g) — Oklahoma / Arkansas - [Territory Manager](https://feeny.ai/job/territory-manager-scotch-twin-cities-6v2kscxckbdn) — Twin Cities - [Product Designer](https://feeny.ai/job/product-designer-scotch-remote-55s9dr17e4hw) - [Product Manager](https://feeny.ai/job/product-manager-scotch-remote-d5th7v22z6h3)