Recruiter (Remote Flexible)

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. 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 troubleshoot 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

Strong organizational skills and ability to manage multiple implementations simultaneously

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

Build from the ground floor: Help shape onboarding processes and operational standards as we scale

Play a critical role in the customer experience during a key stage of growth