• Respond to customer inquiries via inbound messages • Assist customers in navigating the music streaming platform • Troubleshoot technical issues • Ensure customers have the best possible listening experience

• Provide friendly, confident support by answering inbound calls • Assist with account access and provisioning • Guide users through a variety of support requests • Remain calm under pressure during one of the busiest times of the academic year

Role Description We are the operating system for independent liquor retailers — 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 — 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 — short videos, written guides, in-product walkthroughs — 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 — 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 — 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 — 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.

• Deliver world-class support and build customer satisfaction and loyalty by handling inquiries regarding Fubo’s service • Resolve customer issues, including billing, technical, and social media inquiries • Strive for a one-call resolution of customer issues • Complete ongoing training to stay abreast of product, service, policy changes, and technical issues