Job Description
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 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
This role owns the customer support experience end-to-end — from field installs and contractor support to long-term technical support operations.
You’ll lead and scale our Tier 2 and Tier 3 support teams while building a modern, AI-first Tier 1 support function from the ground up. You’ll also establish the operational systems, tooling, and feedback loops that help Scotch deliver a high-quality customer experience at scale.
This is a highly cross-functional role with direct impact across Support, Product, Engineering, and Onboarding.
Key Responsibilities
- Lead and develop our existing Tier 2 and Tier 3 support organization, including hiring, coaching, and performance management
- Build and scale a Tier 1 support function leveraging AI-first tooling such as Intercom Fin and similar platforms
- Create and manage install support operations for field contractors during deployments
- Define support operations infrastructure, including SLAs, escalation paths, queue management, and on-call processes
- Own the support-to-product feedback loop, partnering closely with Product and Engineering to prioritize customer-impacting fixes and improvements
- Establish and track operational KPIs including CSAT, resolution time, ticket deflection, and ticket volume trends
- Partner closely with Onboarding to ensure smooth customer handoffs throughout implementation and post-go-live support
- Contribute to launch planning and operational readiness for new product releases
Qualifications & Skills
- 5+ years of experience in customer support, technical support, or support operations
- 3+ years managing direct reports across tiered support organizations
- Experience building or scaling support teams and processes in a fast-paced environment
- Hands-on experience deploying and optimizing AI support tools such as Intercom Fin, Ada, Forethought, or similar platforms
- Experience supporting or implementing POS systems or similarly technical hardware/software products
- Strong technical troubleshooting fundamentals, including networking basics (WiFi, routers, IP addressing, connectivity troubleshooting)
- Experience building SOPs, QA programs, training documentation, and operational processes across distributed teams
- Strong cross-functional collaboration skills with Product and Engineering teams
Nice to Haves
- Experience in liquor retail, convenience retail, or broader retail technology
- Familiarity with Android-based POS systems such as Toast, Square, Clover, or Lightspeed
- Experience with field service management tools or contractor operations
- Experience partnering closely with Product teams on issue prioritization and roadmap feedback
Compensation & Benefits
- $150,000 base salary
- Performance bonus tied to operational and support metrics
- Competitive equity package
- Comprehensive medical, dental, and vision coverage
- Unlimited flexible PTO
- Travel expenses fully covered
Why Scotch?
- Build from the ground floor: Create systems, processes, and operational standards that will scale with the business
- Lead a growing organization: Inherit an existing team while building new functions and capabilities
- Drive meaningful impact: Shape the customer experience and directly influence product quality
- Grow with the company: Join a rapidly scaling business with significant long-term opportunity
How to Apply
Email [email protected] with subject line "Support & Field Ops Manager".