[Hiring] Customer Enablement Specialist @Scotch
Customer Enablement Specialist @Scotch
Customer Service
Salary usd 85,000 per ..
Remote Location
πŸ‡ΊπŸ‡Έ USA Only
Employment Type full-time
Posted 4d ago

[Hiring] Customer Enablement Specialist @Scotch

4d ago - Scotch is hiring a remote Customer Enablement Specialist. πŸ’Έ Salary: usd 85,000 per year πŸ“Location: USA

Role Description

We are the operating system for independent liquor retailers β€” point-of-sale, payments, back-office, and e-commerce, purpose-built for the three-tier alcohol distribution system, and we onboard 30-50 new stores a month. The first 21 days of a merchant's life on the platform determine whether they thrive on it long-term. That's why we're hiring a Customer Training Specialist to own that window.

In this position, you will:

  • Run live onboarding training sessions for new merchants β€” video calls, screen-shares, and the occasional in-person session at the store.
  • Own the Post-Install inbox in Intercom, the dedicated support queue for customers in their first 21 days. Tight response SLAs, high-touch tone.
  • Translate complex POS workflows into language an independent store owner actually understands. Most of our customers are not technical.
  • Build and maintain training materials β€” short videos, written guides, in-product walkthroughs β€” that scale your knowledge so you are not the bottleneck.
  • Flag at-risk merchants early. If a new customer is not getting traction, you are the first to know and the first to course correct.
  • Partner closely with the broader support team to hand off cleanly when customers graduate from post-install to established status.
  • Contribute to the product feedback loop β€” what is confusing for new merchants, what training they keep asking for, where the product needs to get clearer.

Qualifications

  • 3+ years in a customer-facing training, onboarding, or support role β€” ideally at a POS, payments, fintech, or retail SaaS company.
  • Strong written and verbal communication. You can explain a credit card batch settlement to someone who has never thought about one.
  • Patience. Our customers are smart business operators who are not always comfortable with software, and the job is meeting them where they are.
  • Comfort with chat-first work. The majority of your daily volume comes through Intercom, not phone or email.
  • Operational instincts. You notice when the same question keeps coming up and ask whether the training material needs to change.
  • Willingness to occasionally travel for in-person installs or training sessions (estimate 5-10% travel).

Requirements

  • Experience with Intercom, HubSpot, or similar customer platforms.
  • Background in liquor retail, beverage distribution, or independent retail more broadly.
  • Familiarity with payments processing concepts (auth, capture, settlement, chargebacks).

Benefits

  • $85,000 base salary
  • Competitive equity package in a VC-backed company (VMG, First Round, Lerer Hippeau)
  • Medical, dental, and vision coverage + 401(k) plan
  • Unlimited flexible PTO

Company Description

Scotch is building the next-generation operating system for beverage alcohol retailers β€” 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.

Before You Apply
️
πŸ‡ΊπŸ‡Έ Be aware of the location restriction for this remote position: USA Only
β€Ό Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Customer Enablement Specialist @Scotch
Customer Service
Salary usd 85,000 per ..
Remote Location
πŸ‡ΊπŸ‡Έ USA Only
Employment Type full-time
Posted 4d ago
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πŸ‡ΊπŸ‡Έ Be aware of the location restriction for this remote position: USA Only
β€Ό Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Apply for this position
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Applied βœ“
Sent Follow-Up βœ“
Interview Scheduled βœ“
Interview Completed βœ“
Offer Accepted βœ“
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Application Denied βœ“
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