Shift Lead | Wellesley New Wellesley, MA

Blank Street, Inc.; Wellesley (MA); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Barista accreditation program

Paid time off

Sick time

Holiday pay

Complimentary coffee

Blank Street swag

Job summary

Blank Street, Inc. is hiring a Shift Lead to drive guest experiences and store operations in a fast-paced environment. You’ll lead by example, coach Baristas, and ensure smooth shifts while upholding cleanliness and quality across the bar.

You’ll own customer interactions, manage inventory, and mentor teammates to maintain iconic hospitality standards during peak hours.

Qualifications

• At least 1 year of experience in a customer service leadership position (e.g. Shift Leader, Shift Supervisor, Key Holder) in hospitality, coffee or beverage is preferred.
• Able to lead by example and coach teammates to deliver consistent service.

Responsibilities

• Explain the menu and guide customers to items with strong product knowledge.
• Open and close the store; run the shift and manage required checklists.
• Batch ingredients, stock items, and keep the counter organized.
• Lead the customer experience, greet customers and resolve issues as needed.
• Maintain store standards on cleanliness, safety, and presentation.
• Train new hires and support teammates during shifts.

Skills

People leader

Hospitality

Team player

Fast-paced

Detail-oriented

Eager to learn

Job description

At Blank Street, we’re on a mission to become the defining food and beverage brand of our generation. From the very beginning, we’ve set out to add a spark to ordinary experiences through elevated products, attention-to-detail, and a commitment to making every moment memorable. We’re motivated by the millions of customers we serve across cities, and know that our potential is unlimited. It all starts with our people and their commitment to make magic happen each and every day.

ABOUT THE ROLE

As a Shift Lead, you’ll play a key role in bringing our mission to life. You’ll lead by example on the floor, ensure smooth operations during your shift, and create an environment where both customers and Baristas feel valued. This is a hands‑on leadership role where you will work closely with your manager to set the store and team up for success. You’ll thrive in this role if you enjoy fast‑paced environments, connecting with people, motivating your team, and delivering great hospitality.

WHAT YOU’LL OWN

1. Be our Ultimate Product Master

• Explain our menu: Talk customers through our classics, signatures and limited‑time drinks and guide them to the right one. That means you are required to showcase product knowledge at all times.
• Set the bar for every drink: Serve drinks perfectly to our recipe and preparation standards. That means you are a role model to your peers on the floor.
• Coach your peers: Coach Baristas on recipes, technique and the latte art heart behind the bar, so every drink on your shift hits the standard.

2. Run the Shift

• Open and close the store: Open and close the store on your own (including required checklists and procedures), and run the store whenever your GM is not in.
• Prepare the shift: Batch ingredients (matcha and syrups), stock required quantities (milk, ice and front of house storage), and keep the counter clutter‑free before every shift.
• Keep the line moving at peak: Run the shift plan your GM sets, spot bottlenecks before they build, and work around any issues and stockouts in the moment. That means you own speed of service on your shift.
• Manage inventory and waste on your shift: Receive and organize stock, support your GM on ordering and counts (and own them in your GM’s absence), and keep waste down by batching to demand (e.g., no large matcha batch an hour before close).

3. Lead the Customer Experience

• Set the tone on the floor: Greet every customer, serve every order with a personal touch, and keep service warm through every peak, so the team follows your lead.
• Resolve customer issues: Handle customer issues on the spot with care, and elevate to your GM as needed.

4. Keep the Store Sharp

• Hold the standards on shift: Walk the floor and back of house against the cleanliness and presentation standards your GM sets, and fix anything that slips, including giving your peers feedback in the moment.
• Run daily checks & troubleshoot: Complete safety and cleaning checklists every shift, troubleshoot equipment where required, and elevate unresolved issues to your GM.

5. Lift your Team

• Train new hires: Execute the onboarding plan set by your GM and train new hires on a day‑to‑day at every station during your shift.
• Be a support pillar: Bring positive energy and teamwork mentality to every shift, actively support your peers (including in the moment feedback), and serve as the go‑to point of contact when your GM is away.

WHO YOU ARE

• Your Experience:
  • At least 1 year of experience in a customer service leadership position (e.g. Shift Leader, Shift Supervisor, Key Holder), preferably in hospitality, coffee, or beverage
• Your Skills:
  • People leader: You confidently guide and motivate your team, set a high standard through your own actions, and step in to support others when needed.
  • Passionate about hospitality: You love creating exceptional customer and employee experiences, and care about setting the bar high in every shift you’ve run.
  • Team player: You are comfortable working in a team, communicate clearly, support the people around you, and contribute to a positive team environment.
  • Reliable in a fast‑paced environment: You are able to stay calm, focus, and effectively manage time and priorities, including during busy rush periods where a sense of urgency is necessary.
  • Detail‑oriented: You notice the small things and take pride in maintaining highest standards across presentation, compliance, and cleanliness.
  • Eager to learn: You are curious, adaptable and always willing to learn about our products and operating procedures.

REQUIREMENTS

• 18+ years of age
• Able to lift 25+ lbs, and to stand for long periods of time
• You must be authorized to work in the U.S.: upon acceptance of a job offer and completion of the Form I-9 with acceptable documents, Blank Street will provide the federal government with employees’ Form I-9 information to confirm authorization to work in the U.S. (a process known as ”E-Verify”)
• Availability that meets the needs of our stores
  • Full Time: 30-40 hours per week, 4-5 days per week and must be able to work 2 peak days (peak days: Friday, Saturday, Sunday)
  • Weekend and holiday availability required

BENEFITS & PERKS

• A comprehensive Barista accreditation and training program
• Tenure based paid time off
• Sick time
• 1.5x pay on select holidays
• Complimentary coffee and treats on shift
• Free Blank Street swag

This job description is intended to describe the general nature and level of work performed in this role. It is not an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities and expectations may change from time to time based on business needs, and Blank Street reserves the right to modify, add, or remove duties at any time. This job description does not constitute a contract of employment and does not alter the at-will nature of employment.