Full time Night Shift Leader - Boba Tea & Rolled Ice Cream at MILKLAB - Cary

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