Senior Customer Onboarding Specialist in Quinte West

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.

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.

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.