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".
In your email, please include:
- An example of a support organization you built or scaled, including key operational improvements and outcomes
- Your experience implementing AI support tooling — what worked, what didn’t, and what you learned
- Why this operational challenge and stage of company growth interests you
Scotch is an equal opportunity employer. We value diverse perspectives and are committed to creating an inclusive environment for all employees.
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