Own end-to-end customer onboarding for a POS platform, including software configuration, hardware setup, training, troubleshooting, milestone tracking, and go-live support. Serve as the primary customer contact, coordinate timelines and issue resolution, create onboarding documentation, and collaborate with Sales, Support, Product, and Engineering. Provide customer feedback to improve the product and onboarding processes.

Provide Tier 2 technical support for Android-based POS software and hardware, troubleshooting payments, inventory, reporting, networking, and device issues. Investigate logs and system behavior, resolve escalated customer cases, and collaborate with Product and Engineering on bugs and fixes. Maintain troubleshooting documentation, assist with releases and hardware compatibility testing, and participate in on-call coverage for critical incidents.

Own product design for Scotch’s web-based back office, focusing on orders, transactions, payments, integrations, reporting, and data-heavy workflows. Lead merchant research, define problems with product managers, collaborate with engineers, design responsive experiences, evolve the design system, and support the full product lifecycle from discovery through post-launch iteration.