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 Scotch

Scotch is modernizing one of the oldest industries on earth: the $1.6T beverage alcohol market. We're starting by building the next-generation operating system for BevAlc retailers — POS, payments, back office, and e-commerce — purpose-built for liquor stores.

Our founding team came from Skupos (acquired for nine figures in 2023), Drizly (acquired by Uber), and engineering leaders from top tech companies. We've raised $28M from VMG, First Round, Lerer Hippeau, Watchfire, and Toba Capital, plus angels including the founder of Drizly and founding execs of Toast. Forbes has recognized us as a leader in the liquor retail tech revolution.

The Role

You'll own how Scotch shows up for customers — from the moment a tech walks into a store to install hardware, through every support ticket they ever file.

Support side: You'll lead our existing Tier 2 and Tier 3 team and build out a Tier 1 function from scratch — heavily leveraging AI tooling like Intercom's Fin to deflect and resolve at the front line. You'll own the feedback loop into Product, prioritizing fixes for the customer pain points that actually move the needle.

Install side: You'll own the physical install process for every Scotch deployment, managing the third-party contractor network that handles on-site hardware, networking, and Level 1 training. Onboarding handles client prep and post-install training; you handle everything that happens between a contractor's truck and a working store.

We have a current team member who will own the CSM function for our largest accounts. You'll partner closely with them — your support and install motion needs to hand off cleanly into white-glove account management for top-tier customers.

What You'll Own

Support Leadership

• Lead our existing Tier 2 and Tier 3 support team — coaching, performance, hiring
• Stand up a Tier 1 function from zero, with AI-first tooling (Intercom Fin and similar) handling first-touch resolution
• Build the operating model: SLAs, escalation paths, queue management, on-call coverage
• Own the support → product feedback loop. You'll work directly with Product to prioritize the bug fixes and feature gaps that are actually generating ticket volume
• Define and track the metrics that matter: CSAT, time-to-resolution, deflection rate, ticket volume per store

Field Installation Operations

• Recruit, vet, and onboard installation contractors in key markets
• Train contractors on Scotch hardware, networking, and install standards
• Manage scheduling, dispatch, and performance across the network
• Design standardized install procedures, checklists, and troubleshooting guides
• Run remote site readiness assessments and provide real-time troubleshooting for techs in the field
• Audit completed installs and track quality metrics

Cross-Functional Glue

• Partner with Onboarding on client handoffs in both directions
• Feed field and ticket signal into Product and Engineering planning
• Participate in product launch planning so launches don't break support or install

What We're Looking For

• Support leadership — 5+ years in customer support or technical support, including 3+ years managing direct reports across tiered support teams. You've built or scaled a support org, not just maintained one.
• AI-first support tooling — Hands-on experience deploying and tuning AI support tools (Intercom Fin, Ada, Forethought, or similar). You know how to make these tools actually deflect rather than frustrate.
• POS or comparable technical product — Hands-on experience supporting or installing POS systems, or a comparably technical hardware/software product. Strong networking knowledge (WiFi, routers, IP addressing, troubleshooting).
• Contractor or field network management — 2+ years managing third-party contractors or field service networks. You understand contractor economics and how to get quality work out of a 1099 network.
• Operational range — You've built SOPs, training materials, and quality programs. You can hold standards across a distributed team.

Nice to Have

• Liquor, retail, or convenience industry experience
• Familiarity with Android-based POS (Toast, Square, Clover, Lightspeed)
• Experience with field service management software
• Background working with Product on issue prioritization

Honest Tradeoffs

This role is broad. You're leading an existing support team, building a new tier of it with AI tooling, owning a contractor network, and feeding signal into Product.

If you're strongest in support leadership and lighter on field/install, we'd still want to talk. If you're a field-ops specialist who's never managed a support queue, this probably isn't the right fit.

Comp & Benefits

• Base: $150,000
• Bonus: Tied to support and install metrics
• Equity: Market competitive package
• Travel: All expenses covered
• Healthcare: Comprehensive medical, dental, vision
• PTO: Unlimited flexible time off

Why This Role

• Build it: Stand up Tier 1 + AI support, build the contractor network, design the operating model
• Lead it: Inherit a real team and grow it as we scale
• Own it: Full autonomy over support strategy, contractor selection, quality standards, and the product feedback loop
• Scale it: We're growing fast, and the person in this seat will be a senior leader as we do

How to Apply

Email [email protected] with subject line "Support & Field Ops Manager".

Tell us:

1. A support org you built or scaled — what you inherited, what you changed, what the metrics looked like before vs. after
2. Your experience with AI support tools — what you've deployed, what worked, what didn't
3. A time you got something hard done through a contractor network or field team you didn't directly employ
4. Why this particular operational challenge excites you

Scotch is an equal-opportunity employer. We don't discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider qualified applicants with arrest and conviction records, consistent with applicable federal, state, and local law, including the San Francisco Fair Chance Ordinance.