Shift Lead – Gilbert, AZ

Ziggi’s Coffee, LLC; Gilbert (AZ); On-site; USD 42,000 - 56,000; Full time

Job summary

Ziggi’s Coffee, LLC is seeking a Shift Lead who embodies a people-first mentality, leads by example, and helps the team deliver exceptional customer service in a fast-paced café.

The Shift Lead will train staff, ensure policy adherence, manage daily operations, handle customer concerns with empathy, and oversee store metrics like deposits and inventory.

This role emphasizes collaboration, continuous improvement, and maintaining a welcoming, clean environment for guests.

Qualifications

• Previous shift-lead experience preferred in food or retail.
• Strong organizational and multitasking skills.
• Willingness to thrive in a fast-paced, dynamic environment.
• Excellent communication and interpersonal skills.
• Ability to lead by example and contribute to a positive team culture.

Responsibilities

• Maintain clear, consistent communication with staff, managers, and the owner.
• Ensure staff follow policies and uphold core values.
• Train new employees and provide ongoing coaching to improve skills.
• Address deviations proactively and delegate tasks to maintain flow.
• Handle customer complaints with professionalism and empathy.
• Count registers, perform safe drops, balance cash, split tips, and deposits.
• Uphold Mystery Shopper standards and train staff accordingly.
• Prepare a daily recap of store metrics including deposits and SPMH.
• Conduct monthly inventory to ensure proper stock levels.
• Create a welcoming atmosphere and drive continuous service improvements.
• Stay updated on new items and promotions; communicate to staff and customers.
• Maintain store cleanliness and organized presentation.

Skills

Shift-Lead experience

Organizational skills

Multitasking

Communication skills

Team leadership

Job description

Position Summary:

Shift Leads are responsible for ensuring that all Ziggi’s Coffee values are being upheld every day. Shift leads should embody a “people-first” mentality by leading by example when serving customers & guiding their team to be successful.

Key Qualifications:

• Previous Shift-Lead experience is preferred in food or retail industries
• Strong organizational and multitasking skills
• Willingness to thrive in a fast-paced, dynamic environment
• Excellent communication and interpersonal skills
• Ability to lead by example and contribute to a positive team culture.

Essential Functions (Meets all expectations of the Barista role plus…)

• Maintain consistent and effective communication with staff, managers, and the store owner, ensuring that wins and opportunities for improvement are clearly articulated
• Ensure that all staff adhere to company policies and procedures, upholding our core values at all times
• Train new employees thoroughly and provide ongoing training, support, and coaching to current team members to enhance their skills and confidence
• Address any process deviations proactively, correcting team members when necessary, and delegating tasks to maintain operational flow
• Handle customer complaints with professionalism and empathy, striving to turn challenges into positive experiences

Core Responsibilities:

• Money Management: Accurately count registers, complete safe drops, balance the change box, split tips, and manage daily deposits to ensure financial integrity
• Mystery Shopper Expectations: Understand and uphold the standards of service as outlined by the Leadership Team, training staff accordingly to meet these expectations
• Daily Recap: Prepare and present a daily recap of store metrics, including deposit totals and Sales Per Man Hour (SPMH), to track performance and identify areas for improvement
• Inventory Management: Conduct monthly inventory assessments to ensure proper stock levels and efficient use of resources

Additional Responsibilities:

• Create and maintain a welcoming atmosphere for customers, ensuring that each visit is enjoyable and memorable
• Collaborate with team members to innovate and improve service processes, contributing to a culture of continuous improvement
• Stay updated on new menu items, promotions, and seasonal offerings, effectively communicating this information to both staff and customers
• Assist in maintaining cleanliness and organization within the store, contributing to a professional and inviting environment