Work Location: MILKLAB — 6418 Tryon Rd, Cary, NC
Schedule: Part time (15-20+)

MILKLAB

Job Summary

The Shift Leader’s primary focus is ensuring their shift operates in an efficient, smooth, and high-standard manner while upholding MILKLAB’s core values. This role requires strong leadership, calm decision-making under pressure, and a commitment to consistency.

This isn’t a regular shift lead role.

We’re looking for a top-notch employee who can run the floor, set the pace, and raise the standard. MILKLAB is a boba tea + rolled ice cream café, and we’re building a leadership team that takes pride in speed, quality, and doing things the right way.

Our core values: Quality • Customer Service • Team • Environment

Fast-paced, multi-role environment

This is a fast-paced shop where you’ll juggle multiple roles throughout a shift. You may be greeting guests, supporting drink/ice cream crafting, coaching a teammate, solving a customer issue, and tracking inventory, sometimes all within the same hour. We’re looking for someone who can move with urgency, stay composed, and keep the team organized when it’s busy.

You’ll thrive here if you can:

Switch gears quickly without losing quality or attitude
Prioritize under pressure (what matters right now)
Lead while doing, jump in where needed while still directing the floor
Communicate clearly and keep the shift aligned
Treat rushes like a challenge you enjoy, not a stressor

Key Responsibilities

Responsibilities and essential job functions include but are not limited to:

Consistently provide exceptional hospitality and service to both guests and the team
Act with integrity, honesty, and knowledge that promote MILKLAB’s culture and values
Lead by example and be a positive role model for the team
Maintain a calm demeanor during high volume or unusual events to keep the store operating to standard
Anticipate the guest experience and stay one step ahead in service and hospitality
Lead the shift to maximize efficiency, deliver top-level customer service, and foster a great work environment
Utilize and implement store roles and checklists to guarantee a smooth and successful shift
Become the go-to person for problem solving and guest relations, escalating when appropriate
Monitor inventory levels and accurately track and communicate levels or potential shortages
Create a positive learning environment through clear, specific, timely, and respectful coaching and feedback

Requirements

1+ year of work experience in customer service (leadership experience strongly preferred)
Must be available to work weekends (Saturday + Sunday required)
Strong attention to quality and customer service
Excellent communication and interpersonal skills
Effective time management and delegation skills
Ability to problem solve using sound judgment

Benefits & Perks

401K
Unlimited tea & ice cream
Discounts for friends & family
Growth opportunities for leaders who excel

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