Customer Support Representative

Scotch & Soda; United States; On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Job summary

Scotch & Soda is seeking a Customer Support Representative (Tier 1) to be the first point of contact for liquor retailers using our POS hardware and software. You’ll handle onboarding, basic setup, login issues, and everyday questions to ensure smooth operations for customers.

You’ll resolve most inquiries on first contact using documented procedures, escalating only complex cases to Tier 2 with clear steps.

Qualifications

• 0–2 years of customer service or support experience.
• Must be able to work weekends - the schedule for this position is 5 days, 2 of which are Saturday and Sunday.
• Strong written and verbal communication skills, with the ability to explain technical steps in plain language.
• Patient, empathetic, and calm under pressure when working with frustrated or non-technical customers.
• Basic technical aptitude and comfort learning new software, POS hardware, and troubleshooting workflows.
• Ability to multitask across chat, phone, and email queues in a fast-paced environment.
• Reliable, detail-oriented, and comfortable following documented processes and escalation paths.
• High school diploma or equivalent.
• Nice to Haves: Familiarity with POS, payments, or restaurant/retail operations.
• Experience with helpdesk or ticketing tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Prior experience supporting a SaaS, POS, or payments product.

Responsibilities

• Respond to inbound customer inquiries via phone, chat, and email promptly and professionally.
• Troubleshoot common POS software and hardware issues, including login/account access, basic device setup, printer and scanner connectivity, and menu or inventory configuration.
• Guide customers through onboarding, initial setup, and everyday use of Scotchpos products.
• Use knowledge base articles, macros, and documented procedures to resolve first-contact issues without escalation whenever possible.
• Log every customer interaction, troubleshooting step, and resolution accurately in the ticketing system.
• Recognize when an issue requires deeper technical investigation, such as a software bug, integration failure, or payment processing error, and elevate to Tier 2 with clear reproduction steps and relevant account details.
• Follow up with customers to confirm resolution and close the loop once an escalated issue is resolved.
• Meet or exceed team targets for response time, resolution time, and customer satisfaction (CSAT).
• Flag recurring customer pain points to Tier 2 and Product so patterns can be tracked and addressed.
• Help keep internal knowledge base articles and canned responses accurate and up to date.

Skills

Communication skills

Customer service

Technical aptitude

Multitasking

Ability to explain technical steps

Education

High school diploma

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

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 founders came from Skupos (acquired 2023) and Drizly (acquired by Uber). We've raised $28M from VMG Partners, First Round, Lerer Hippeau, Watchfire, and Toba Capital, with angels including the founder of Drizly and early Toast executives. Forbes has recognized Scotch as a leader in liquor retail tech. We closed a $20M Series A in 2026 off 500%+ YoY growth and $1B+ in processed payment volume.

Position Overview

Scotch is looking for a Customer Support Representative (Tier 1) to be the first point of contact for Scotch customers, helping retail operators get the most out of our POS software and hardware. You'll handle day-to-day questions and common troubleshooting like account access, basic setup, device connectivity, and how-to questions. You’ll be in charge of resolving most issues on the first contact using our knowledge base and documented procedures. When an issue turns out to be a deeper technical, integration, or payment-processing problem, you'll package it up clearly and hand it off to our Tier 2 team. This role requires weekend support during peak hours for our customers (i.e. liquor store hours). It’s a great starting point for someone who wants to build real product and technical troubleshooting skills in a fast-moving, start-up environment.

Key Responsibilities

• Respond to inbound customer inquiries via phone, chat, and email promptly and professionally
• Troubleshoot common POS software and hardware issues, including login/account access, basic device setup, printer and scanner connectivity, and menu or inventory configuration
• Guide customers through onboarding, initial setup, and everyday use of Scotchpos products
• Use knowledge base articles, macros, and documented procedures to resolve first-contact issues without escalation whenever possible
• Log every customer interaction, troubleshooting step, and resolution accurately in the ticketing system
• Recognize when an issue requires deeper technical investigation, such as a software bug, integration failure, or payment processing error, and elevate to Tier 2 with clear reproduction steps and relevant account details
• Follow up with customers to confirm resolution and close the loop once an escalated issue is resolved
• Meet or exceed team targets for response time, resolution time, and customer satisfaction (CSAT)
• Flag recurring customer pain points to Tier 2 and Product so patterns can be tracked and addressed
• Help keep internal knowledge base articles and canned responses accurate and up to date

Qualifications & Skills

• 0–2 years of customer service or support experience (retail, restaurant, or call center background welcome)
• Must be able to work weekends - the schedule for this position is 5 days, 2 of which are Saturday and Sunday
• Strong written and verbal communication skills, with the ability to explain technical steps in plain language
• Patient, empathetic, and calm under pressure when working with frustrated or non-technical customers
• Basic technical aptitude and comfort learning new software, POS hardware, and troubleshooting workflows
• Ability to multitask across chat, phone, and email queues in a fast-paced environment
• Reliable, detail-oriented, and comfortable following documented processes and escalation paths
• High school diploma or equivalent
• Nice to Haves
• Familiarity with point-of-sale, payments, or restaurant/retail operations
• Experience with helpdesk or ticketing tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
• Prior experience supporting a SaaS, POS, or payments product

Compensation & Benefits

• Employment type: Full-time, non-exempt
• Compensation: $28/hour ($60,000.00 annually based on a 40-hour work week)
• Comprehensive medical, dental, and vision coverage

Growth Path

Customer Support Representatives who build strong troubleshooting skills and product knowledge are well-positioned to grow into our Technical Support Specialist (Tier 2) role, which takes on escalated technical issues involving POS software, hardware integrations, and payment processing.

Equal Opportunity

Scotch is an equal opportunity employer. We value diverse perspectives and are committed to creating an inclusive environment for all employees.