Ice Cream Shop Team Lead

Titanic Pigeon Forge; Pigeon Forge (TN); On-site; USD 19,000 - 23,000; Full time

Job summary

Titanic Museum Attraction is seeking a hands-on Team Leader to guide our ice cream shop team and support the Store Manager in delivering exceptional customer experiences.

You will help train staff, maintain quality, and ensure smooth operations while upholding brand standards and safety protocols. This role requires a positive, proactive leader who can work weekends and foster a fun, guest-focused environment.

Qualifications

• Proven ability to lead a team in a fast-paced guest-facing environment.
• Strong communication and interpersonal skills with customers and staff.
• Demonstrated problem-solving and decision-making under pressure.

Responsibilities

• Lead daily operations and assist the Store Manager in guiding team members.
• Maintain guest satisfaction, product quality, and service standards.
• Provide feedback, coaching, and development for staff.
• Ensure adherence to brand standards and safety procedures.

Skills

Leadership

Customer service

Communication

Problem-solving

Team building

Task prioritization

Conflict resolution

Attention to SOPs

Professional relationships

Guest satisfaction

Job description

Titanic Ice Cream is looking for a hands-on, friendly, and dependable Team Leader to lead our team in a popular local ice cream shop! If you love creating positive customer experiences, leading a team, and keeping things running smoothly, this is the perfect opportunity.

JOB SUMMARY:

The Team Lead will assist the Store Manager in the leadership of the store's operations, guest satisfaction, product quality, individual and team development, cultural congruency, and fun. In this role, you will assist the Store Manager to help each team member understand his or her personal contribution to the success of the whole. You will maintain synergy in operations between Ice Cream and The Titanic Museum Attraction.

KEY RESPONSIBILITIES:

The Team Lead responsibilities and performance expectations include, but are not limited to the following:

• Demonstrate a controlled and positive demeanor throughout each shift.
• Consistently assess guest satisfaction and associate satisfaction with eyes wide open.
• Make appropriate changes to meet or exceed expectations and maintain a smooth flow of operational excellence. (Owning responsibility for decisions above waterline. Below waterline decisions will be discussed with senior leadership.)
• Demonstrate and model the expected "guest-first" and "put a bow on it" philosophies established by Titanic Museum Attraction.
• Adhere, as an individual and as a team, to the brand standards of the shop...specifically cleanliness, friendliness, and product perfection.
• Utilize the appropriate reporting tools, systems, and processes to work synergistically with the Titanic Museum Attraction team.
• Give and receive honest and productive feedback with associates to maintain an open business culture focused on growth and excellence.
• Create a culture of accountability and engagement.

REQUIREMENTS AND ABILITIES FOR SUCCESS IN THIS POSITION AND CULTURE:

• Willingness to learn and develop through training, feedback, and coaching.
• Strong skills in the areas of: Communication/Conversation; Problem-Solving; Team Building; Task Prioritization; Conflict Resolution.
• Ability to lead others and create a willing followship.
• Customer Service excellence.
• Ability to follow management systems, safety requirements, and standard operating procedures.
• Unwavering demonstration of maintaining professional relationships with all team members and business partners.
• Goal attainment.
• Adherence to dress code and the Titanic ice cream Look.
• Interpersonal skills and emotional maturity.

PYSICAL REQUIREMENTS:

• Reliable transportation.
• Constant standing/walking.
• Constant computer/POS Register usage.
• Ability to work weekends.