Shift Lead | Wellesley

Blank Street•Wellesley, MA

About The Position

As a Shift Lead at Blank Street, you’ll help bring the company’s mission to life by leading on the floor, ensuring smooth operations during your shift, and creating an environment where customers and Baristas feel valued. This hands-on leadership role works closely with the manager to set the store and team up for success. The role is suited to someone who enjoys fast-paced environments, connecting with people, motivating a team, and delivering great hospitality. The Shift Lead sets the standard for product knowledge and drink preparation, coaches Baristas, and runs the store during shifts, including opening and closing and covering when the General Manager is away. They prepare the shift, maintain service speed, manage inventory and waste, lead customer service, uphold cleanliness and safety standards, troubleshoot equipment, and support the onboarding and development of new hires.

Requirements

At least 1 year of experience in a customer service leadership position, such as Shift Leader, Shift Supervisor, or Key Holder.
Must be at least 18 years old.
Must be able to lift 25+ lbs and stand for long periods.
Must be authorized to work in the U.S.; employment authorization is verified through Form I-9 and E-Verify.
Availability must meet store needs, including 4–5 days and 30–40 hours per week.
Must be able to work two peak days; peak days are Friday, Saturday, and Sunday.
Weekend and holiday availability is required.
Ability to guide and motivate a team, model high standards, and support others.
Strong hospitality orientation and care for customer and employee experiences.
Ability to work collaboratively, communicate clearly, and contribute to a positive team environment.
Ability to stay calm, focused, and organized in a fast-paced environment, including busy rush periods.
Attention to presentation, compliance, and cleanliness.
Curiosity, adaptability, and willingness to learn products and operating procedures.

Nice To Haves

Experience in hospitality, coffee, or beverage service.

Responsibilities

Explain menu items to customers, demonstrate product knowledge, and guide customers toward suitable drinks.
Prepare drinks according to recipe and preparation standards and model those standards for peers.
Coach Baristas on recipes, techniques, and latte art.
Open and close the store independently, completing required checklists and procedures.
Run the store when the General Manager is absent.
Prepare shifts by batching ingredients, stocking supplies, and keeping the counter clear.
Follow the shift plan, identify bottlenecks, address operational issues and stockouts, and own speed of service.
Receive and organize stock, support the General Manager with ordering and inventory counts, and take ownership of these tasks when the General Manager is absent.
Control waste by batching ingredients according to demand.
Greet customers, serve orders with a personal touch, and set a warm service tone.
Resolve customer issues with care and escalate to the General Manager as needed.
Maintain cleanliness and presentation standards across the floor and back of house, correcting issues and giving peers timely feedback.
Complete safety and cleaning checklists each shift, troubleshoot equipment when needed, and escalate unresolved issues.
Carry out the General Manager’s onboarding plan and train new hires day-to-day at every station during the shift.
Bring positive energy and teamwork to each shift, support peers, provide in-the-moment feedback, and act as the go-to contact when the General Manager is away.