Customer Experience Leader

4 weeks ago

Los Altos, California, United States Teaspoon Full time
Tea & Boba Connoisseur Job Description

Join the dynamic team at Teaspoon, where we are passionate about tea, boba, and creating a positive impact within the community.

About Us

At Teaspoon, we pride ourselves on using only the freshest ingredients, brewing each cup to order, and infusing every creation with love. Our mission is to cultivate a customer-centric approach to business, prioritizing our team just as much as our guests.

Job Summary

This role plays a pivotal part in Teaspoon's success by overseeing a team of baristas to cultivate and uphold the Teaspoon Experience for our customers and partners. As a Customer Experience Leader, you will regularly exercise discretion in managing the store's overall operation, ensuring customer satisfaction and product quality.

Key Responsibilities
  • Support the Store Manager and company ownership in executing the company's vision.
  • Demonstrate selfless leadership by prioritizing the success of your team.
  • Serve as the primary advisor to the Store Manager, bridging communication between the team and management.
  • Advocate for and positively influence the team, fostering a productive and supportive work environment.
  • Establish clear goals for the team and foster a collaborative work environment.
  • Maintain composure during high-volume or challenging situations, setting a positive example for the team.
  • Encourage a customer-centric approach among baristas, emphasizing exceptional customer service.
  • Drive the implementation of company programs, motivating the team to achieve organizational objectives.
  • Assist the Store Manager in developing strategic and operational plans, overseeing their execution, and evaluating results.
  • Monitor and adjust store staffing levels to ensure optimal performance and employee development.
  • Prioritize and deliver clear and concise communications to the team for effective operations.
Training and Development
  • Perform duties akin to those of a Shift Supervisor and beyond.
  • Lead and manage the Shift Supervisor team, promoting accountability and teamwork.
  • Maintain regular check-ins with team members to understand their motivations, goals, and areas for improvement.
  • Motivate the team to achieve business goals and maintain compliance with legal and operational standards.
  • Recognize and reward individual and team achievements to foster a positive team culture.
  • Prepare for advancement to the role of Store Manager by acquiring comprehensive store management skills.
Operations
  • Implement communication updates to the team, including new product launches and operational changes.
  • Conduct weekly store walkthroughs to identify areas for improvement and enhance operational efficiency.
  • Review and optimize checklists to streamline store operations.
  • Provide shift coverage and serve as an on-call resource in the absence of the Store Manager.
  • Introduce processes and procedures to optimize the performance of the barista team.
  • Organize shelves, storage, and merchandise displays to enhance customer experience.
  • Manage inventory orders with vendors, ensuring timely and accurate procurement.
  • Purchase inventory when necessary and develop processes for maintaining store cleanliness and organization.
  • Ensure compliance with wage and hour laws and proactively research local market trends to meet customer needs.
  • Utilize operational tools to maintain excellence in scheduling, reporting, cash management, and inventory control.
  • Analyze financial reports to identify performance trends and address operational challenges.
Job Knowledge, Skills, and Abilities
  • Demonstrated ability to independently manage store operations.
  • Effective management in a fast-paced environment, handling multiple situations simultaneously.
  • Proficiency in managing resources to ensure established service levels are consistently achieved.
  • Adaptability and strong problem-solving skills, capable of working with minimal supervision.
  • Knowledge of customer service techniques, emphasizing a customer-service environment.
  • Familiarity with supervisory practices and procedures.
  • Strong organizational and planning skills.
  • Excellent operational skills in a customer-service setting.
  • Effective team building and leadership skills.
  • Clear and concise communication abilities, both orally and in writing.
  • Proven leadership skills, including the ability to coach and mentor others.
  • Capacity to plan and prioritize workload efficiently.
  • Discretion and ability to handle confidential and sensitive information.
Requirements
  • Minimum of 1 year of experience in a fast-paced, high-volume, customer service-oriented business, preferably in food service or retail.
  • Demonstrated experience in understanding the financial health of retail operations.
  • Track record of creating an inclusive and dynamic team and work environment.
  • Proactive, self-starter capable of working independently and collaboratively within a team.
  • Strong business acumen and understanding of operational dynamics.
  • Proven ability to recruit, motivate, train, and retain team members effectively.
  • Excellent verbal and written communication skills.
  • Strong organizational and time management abilities.
Flexible Work Schedule
  • Assistant Store Managers must work at least 20 hours a week.
  • Assistant Store Managers must be able to work all shifts, weekends and holidays.
  • Schedule may vary based on business demands.
Essential Physical Requirements

Candidates must demonstrate the ability to:

  • Operate a variety of machines, tools, and equipment as required for the job.
  • Maintain visual acuity to make general observations regarding safety and accuracy of work.
  • Remain in a stationary position for a minimum of 3 hours during work shifts.
  • Stand, walk, stoop, and kneel as necessary to perform job duties.
  • Lift objects weighing up to 50 pounds intermittently and repetitively lift objects weighing 3 pounds to shoulder height.
  • Utilize hand dexterity to grasp, finger, and reach items.
  • Express or exchange information verbally as needed for job-related communication.
Additional Requirements
  • Have a reliable method of transportation for catering events, bank runs, etc.
  • Proficient in using technology; email, Microsoft Office, etc.
  • Positive and professional attitude.
  • Strong communication skills with the ability to work cohesively with all levels of management, all departments, and all co-workers in a team environment.
Salary

$21-$23 hourly rate

Based on experience

This is a dynamic and rewarding leadership role for individuals passionate about tea, boba, and creating a positive impact within the community. Join us at Teaspoon, where we value teamwork, excellence, and a customer-centric approach to business. If you meet these requirements and are eager to contribute to our team's success, we encourage you to apply. Thank you for considering this opportunity with us. We look forward to reviewing your application.

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