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Job description
Work Location: MILKLAB — 6418 Tryon Rd, Cary, NC
Schedule: Full time (Guaranteed 35+hrs)
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 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
Flexible time offs days
Schedule stability
Unlimited tea & ice cream
Discounts for friends & family
Growth opportunities for leaders who excel
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Worksite address
cary, NC, 27518, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.