Bakery Retail Shift Leader

SusieCakes Bakery; Austin (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Flexible schedule

Free non-slip shoes

Birthday month PTO

Company holidays off

Health insurance

Vacation

401k

FSA

Pet reimbursement

Pet insurance

Maternity leave support

Employee discounts

Job summary

SusieCakes Bakery is a nostalgic, on-site bakery in a community-focused setting, looking for a Guest Service Team Leader to elevate the guest experience. You will guide a friendly team, ensure premium service, and align with culinary staff to exceed guest expectations.

Ideal candidates bring 2+ years in customer service, strong English communication, and the ability to work a flexible schedule, including weekends. The role offers benefits and a collaborative, hospitality-driven environment.

Qualifications

• Two years of experience in a customer service environment preferred.
• Experience in quick-service food/retail is a plus.
• Excellent written and verbal communication skills.
• Ability to adapt to a flexible schedule.
• Must have reliable transportation.

Responsibilities

• Ensure positive guest and team member experience. Responding & addressing guests who are dissatisfied with service and/or product.
• Communicating to the team’s product offerings, new company initiatives and general updates about the bakery
• Driving product sales by creating a strong partnership with culinary team to make sure the guest experience is above expectations
• Operations focused: Managing daily communication log, meal breaks, food safety and COVID procedures

Skills

Customer service

Communication skills

Flexible schedule

Reliable transportation

Hospitality experience

Education

Associates or Bachelor's degree (preferred)

High school diploma or GED

Job description

At SusieCakes, we make old-fashioned, sentimental dessert favorites – just like you may remember from your childhood! Our bakeries are filled with the delicious tastes and sweet smells of cakes, cupcakes, cookies, pies, and bars- all baked from scratch, on-site daily, using the freshest and finest ingredients. Our signature Celebration Cake is a birthday staple on tens of thousands of tables. Our bakeries mix the nostalgia of the past with the warmth and feel of a modern, neighborhood bakery. “Connecting through Celebration” is our purpose and what we strive for every day with our team members, our guests, and our community.

Our bakeries are lively and bustling with genuinely friendly people who have the “hospitality gene.” They understand the importance of what they do every day and are empowered to make days better. Their connections to our guests and to each other are what separates SusieCakes from other bakeries.

Our guest service team leader will be responsible for the overall guest experience when on duty. They will maintain service quality standards by ensuring the team members are delivering premium guest service and treating each guest as a VIP.

RESPONSIBILITIES

• Ensure positive guest and team member experience. Responding & addressing guests who are dissatisfied with service and/or product.
• Communicating to the team’s product offerings, new company initiatives and general updates about the bakery
• Driving product sales by creating a strong partnership with culinary team to make sure the guest experience is above expectations
• Operations focused: Managing daily communication log, meal breaks, food safety and COVID procedures

BENEFITS & PERKS

• Flexible work schedule
• Free non-slip shoes (annually!)
• Birthday month PTO with complimentary cake
• Company holidays off (Thanksgiving, December 25th-27th, and New Year’s Day)
• Medical, dental, vision insurance
• Vacation, 401k, FSA
• Pet rescue reimbursement and pet insurance
• Flexible return to work schedule for maternity leave
• Generous discounts to all our delicious desserts!

QUALIFICATIONS

• Two years of experience in a customer service environment preferred
• Previous quick service food handling experience in either the hospitality or food and beverage industry a plus
• Excellent verbal and written communication skills
• Ability to adapt to a flexible schedule according to business needs
• Must have reliable transportation

PHYSICAL REQUIREMENTS

• Frequent walking, kneeling, bending and reaching overhead
• Able to stand for extended periods of time
• Must be able to lift, move and carry up to 50 pounds

EDUCATION

• Associates or Bachelors degree with a focus in Business or Hospitality preferred
• High school diploma or GED required

LANGUAGE SKILLS

• Must be able to speak, read, and write English

OTHER

• Ability to work flexible hours, including weekends and holidays, as needed

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with all applicable federal, state, and local laws.