Senior Manager, Support & Field Operations

Location: Denver, CO preferred (open to other US locations) Comp: $150K base + bonus + competitive equity Travel: 25% early, 15% steady-state

About Scotch

Scotch is modernizing one of the oldest industries on earth: the $1.6T beverage alcohol market. We're starting by building the next-generation operating system for BevAlc retailers — POS, payments, back office, and e-commerce — purpose-built for liquor stores.

Our founding team came from Skupos (acquired for nine figures in 2023), Drizly (acquired by Uber), and engineering leaders from top tech companies. We've raised $28M from VMG, First Round, Lerer Hippeau, Watchfire, and Toba Capital, plus angels including the founder of Drizly and founding execs of Toast. Forbes has recognized us as a leader in the liquor retail tech revolution.

The Role

You'll own how Scotch shows up for customers — from the moment a tech walks into a store to install hardware, through every support ticket they ever file.

You'll lead our existing Tier 2 and Tier 3 team and build out a Tier 1 function from scratch — heavily leveraging AI tooling like Intercom's Fin to deflect and resolve at the front line. You will define and own post install support which will include contractor support questions during install.

You'll own the feedback loop into Product, prioritizing fixes for the customer pain points that actually move the needle.

Support Leadership 

• Lead our existing Tier 2 and Tier 3 support team — coaching, performance, hiring
• Stand up a Tier 1 function from zero, with AI-first tooling (Intercom Fin and similar) handling first-touch resolution
• Stand up an install support queue for contractors 
• Build the operating model: SLAs, escalation paths, queue management, on-call coverage
• Own the support → product feedback loop. You'll work directly with Product to prioritize the bug fixes and feature gaps that are actually generating ticket volume
• Define and track the metrics that matter: CSAT, time-to-resolution, deflection rate, ticket volume per store

Cross-Functional Glue

• Partner with Onboarding on client handoffs in both directions
• Feed field and ticket signal into Product and Engineering planning
• Participate in product launch planning so launches don't break the team

What We're Looking For

• Support leadership — 5+ years in customer support or technical support, including 3+ years managing direct reports across tiered support teams. You've built or scaled a support org, not just maintained one.
• AI-first support tooling — Hands-on experience deploying and tuning AI support tools (Intercom Fin, Ada, Forethought, or similar). You know how to make these tools actually deflect rather than frustrate.
• POS or comparable technical product — Hands-on experience supporting or installing POS systems, or a comparably technical hardware/software product. Strong networking knowledge (WiFi, routers, IP addressing, troubleshooting).
• Operational range — You've built SOPs, training materials, and quality programs. You can hold standards across a distributed team.

Nice to Have

• Liquor, retail, or convenience industry experience
• Familiarity with Android-based POS (Toast, Square, Clover, Lightspeed)
• Experience with field service management software
• Background working with Product on issue prioritization

Comp & Benefits

• Base: $150,000
• Bonus: Tied to support and install metrics
• Equity: Market competitive package
• Travel: All expenses covered
• Healthcare: Comprehensive medical, dental, vision
• PTO: Unlimited flexible time off

Why This Role

• Build it: Stand up new operating procedures at the ground floor 
• Lead it: Inherit a real team and grow it as we scale
• Own it: Full autonomy over support strategy, quality standards, and the product feedback loop
• Scale it: We're growing fast, and the person in this seat will be a senior leader as we do

How to Apply

Email jake@scotchpos.com with subject line "Support & Field Ops Manager".

Tell us:

1. A support org you built or scaled — what you inherited, what you changed, what the metrics looked like before vs. after
2. Your experience with AI support tools — what you've deployed, what worked, what didn't
3. Why this particular operational challenge excites you

Scotch is an equal-opportunity employer. We don't discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider qualified applicants with arrest and conviction records, consistent with applicable federal, state, and local law, including the San Francisco Fair Chance Ordinance.

Technical Support Specialist - Tier 2

About Us:

Scotch is a leading provider of Android-based POS solutions designed specifically for liquor stores. Our system streamlines payment processing, inventory management, and financial reporting to enhance business efficiency. We are seeking a detail-oriented and customer-focused Tier 2 Technical Support Specialist to provide advanced technical support for our software and hardware solutions.

Position Overview: 

As a Tier 2 Technical Support Specialist, you will be the final escalation point for technical issues related to our Android-based POS software and hardware. You will work closely with support and development teams, as well as clients, to diagnose, troubleshoot, and resolve complex technical issues. Your expertise will ensure optimal system performance, minimal downtime, and an exceptional user experience.

This role is required to come into our Denver Office.

Key Responsibilities:

• Provide expert-level support for Android-based POS touch terminals, receipt printers, barcode scanners, and cash drawers.
• Troubleshoot software-related issues within the application including payment processing, inventory management, and financial reporting modules.
• Analyze logs, network configurations, and database queries to identify root causes of issues.
• Collaborate with development teams to report, document, and prioritize bugs or feature requests.
• Create & maintain detailed documentation, including troubleshooting guides, FAQs, and internal knowledge base articles.
• Work directly with customers to provide high-level support, ensuring issues are resolved efficiently and professionally.
• Participate in on-call rotations for critical system issues and outages.
• Assist in software updates, patches, and hardware compatibility testing.

Qualifications & Skills:

• A highly technical individual whose core strength is technical execution
• 1-5 years of experience in technical support, or software implementation, preferably in the POS or fintech industry.
• Hands-on experience with POS systems and data. 
• Strong troubleshooting skills and the ability to guide customers through processes like adding TeamViewer to their PC to enable remote access.
• Organizational rigor and attention to detail.
• Ability to work independently and manage a pipeline of tasks simultaneously.

Compensation:

• Competitive equity package 
• $70,000 per year depending on experience 
• Full healthcare 

Scotch is a leading provider of Android-based POS solutions designed specifically for liquor stores. Our system streamlines payment processing, inventory management, and financial reporting to enhance business efficiency. We are seeking a detail-oriented and customer-focused Tier 2 Technical Support Specialist to provide advanced technical support for our software and hardware solutions.

Position Overview: 

As a Tier 2 Technical Support Specialist, you will be the final escalation point for technical issues related to our Android-based POS software and hardware. You will work closely with support and development teams, as well as clients, to diagnose, troubleshoot, and resolve complex technical issues. Your expertise will ensure optimal system performance, minimal downtime, and an exceptional user experience.

This role is required to come into our Denver Office.

Key Responsibilities:

• Provide expert-level support for Android-based POS touch terminals, receipt printers, barcode scanners, and cash drawers.
• Troubleshoot software-related issues within the application including payment processing, inventory management, and financial reporting modules.
• Analyze logs, network configurations, and database queries to identify root causes of issues.
• Collaborate with development teams to report, document, and prioritize bugs or feature requests.
• Create & maintain detailed documentation, including troubleshooting guides, FAQs, and internal knowledge base articles.
• Work directly with customers to provide high-level support, ensuring issues are resolved efficiently and professionally.
• Participate in on-call rotations for critical system issues and outages.
• Assist in software updates, patches, and hardware compatibility testing.

Qualifications & Skills:

• A highly technical individual whose core strength is technical execution
• 1-5 years of experience in technical support, or software implementation, preferably in the POS or fintech industry.
• Hands-on experience with POS systems and data. 
• Strong troubleshooting skills and the ability to guide customers through processes like adding TeamViewer to their PC to enable remote access.
• Organizational rigor and attention to detail.
• Ability to work independently and manage a pipeline of tasks simultaneously.

How to Apply:

Send a note to jake@scotchpos.com with the subject line "Technical Support - T2." Tell us about your experience providing world class technical support and how it applies to our business needs. We read every application.

Onboarding Specialist

About Us:

Scotch is a leading provider of Android-based POS solutions designed specifically for liquor stores. Our system streamlines payment processing, inventory management, and financial reporting to enhance business efficiency. We are seeking a detail-oriented and customer-focused Onboarding Specialist to guide new customers through the implementation process and ensure a seamless go-live experience.

Position Overview:

As an Onboarding Specialist, you will be responsible for successfully implementing our POS solution for newly acquired customers. You will coordinate the setup of POS hardware, configure the software, train users, and provide support to ensure a smooth transition. Your role in setting customers up for long-term success with our platform is essential.

Key Responsibilities:

• Manage the end-to-end onboarding process for new customers, ensuring a seamless transition to our POS system.
• Configure and deploy POS software, including payment processing, inventory management, and financial reporting modules.
• Oversee the setup and integration of hardware components, including touch terminals, receipt printers, barcode scanners, and cash drawers.
• Conduct remote and/or on-site training sessions for customers to ensure they are comfortable using the system.
• Develop and maintain onboarding resources such as training guides, video tutorials, and FAQs.
• Act as the primary point of contact for customers during the onboarding phase, addressing any questions or concerns.
• Collaborate with sales, customer support, and development teams to ensure a smooth onboarding experience.
• Identify and address potential challenges early in the onboarding process to minimize disruptions.
• Track onboarding progress and report key milestones to internal stakeholders.
• Provide feedback to product and support teams to improve the onboarding experience.

Qualifications & Skills:

• 2+ years of experience in customer onboarding, technical support, or software implementation, preferably in the POS or fintech industry.
• Hands-on experience with POS hardware, including receipt printers, barcode scanners, and cash drawers.
• Strong troubleshooting skills and the ability to guide customers through setup processes.
• Excellent communication and customer service skills.
• Ability to explain technical concepts in a clear and simple manner.
• Strong organizational skills and attention to detail.
• Ability to work independently and manage multiple customer implementations simultaneously.