Shift Lead - Santana Row

San Jose, CA /
*Shops* /
About Us

At Smitten Ice Cream, we are makers through and through – from our flavors right down to our ice cream machines, we make it all. Because we believe that ice cream can and should be better. Hell no status quo.

We’re reinventing the ice cream experience by churning each scoop to-order, from scratch, using the freshest, purest ingredients and patented liquid nitrogen-enabled technology. From our founder’s early days on the streets of San Francisco (literally) to our family of scoop shops across the Bay Area, we’ve been challenging the status quo from Day 1. And we’re just getting started.

About You

We’re looking for super-organized, operationally-minded shift leaders who have a passion for guest service and take pride in building and motivating others. You are the right Shift Lead to join our team if:

    • You thrive in a fast-paced, ever-changing environment
    • You’re eager for your voice to be heard and want to impact the Smitten culture
    • You think creatively to address problems big and small
    • You’re an unabashed “people person” who puts the needs of your guests and crew first

Shift Lead Responsibilities

    • Guest Experience
    • Welcome guests into our shop and ensure their experience is memorable, meaningful, and full of joy
    • Develop relationships with guests and the local community
    • Embody the “whatever-it-takes” attitude when it comes to problem solving - jump right in and find the best solution to make a guest’s day!
    • Represent Smitten as an Ambassador of the Brand through active sampling, marketing/special events and catering

    • Operations
    • Team up with the General Manager to deploy Brrristas and execute flawless operations – maintaining a clean shop, speed of service, exceptional product quality and uh-mazing guest service
    • Open and/or close the shop as necessary, ensuring that shop closers set shop openers up for success
    • Execute the details on new promotions and events
    • Hold yourself and your teammates to the highest product quality standards
    • Manage inventory - place and receive orders, manage daily waste
    • Uphold food safety and food handling procedures

    • Training
    • Partner with Store Manager to train and develop team members to positively contribute to Smitten’s culture
    • Coach and direct your teammates, knowing when to provide feedback and when to cheerlead.
    • Follow up with new hires to ensure they are prepared to churn each ice cream from scratch using our patented technology and to serve each guest the perfect scoop

    • Leadership
    • Confidently manage shifts and lead by example upholding the Mission and Values of Smitten
    • Serve as Manager on duty when the GM is not in the shop – oversee the smooth running of the operation – focus on elevating the guest experience, ensuring product quality and driving sales
    • Works with the GM to manage labor in relation to sales and meeting the current business needs
    • Hold team members accountable to their scheduled shifts, ensure that called out shifts are covered and breaks / lunches are given
    • Communicate clearly, concisely, and accurately and proudly represent the brand in every interaction with guests and teammates
    • Lead by example and consistently demonstrate what it means to be a great team player
    • Lead by example and ensure that all team members understand and adhere to Smitten’s policies, procedures, and guidelines, including our break schedule, cash handling and dress code
    • Inspire, encourage and engage your team with positive energy, support and recognition

Shift Lead Requirements

    • 1+ years experience in a fast-paced customer service-oriented establishment in a leadership capacity, preferably in a food service or retail setting
    • High school diploma or equivalent educational experience preferred
    • Able to effectively lead and motivate team members and build relationships at all levels
    • Strong oral communication, interpersonal, and delegation skills
    • Able to demonstrate enthusiasm and strong work ethic, deliver excellent guest service, and uphold our product quality standards
    • Able to manage time effectively to completed required operational tasks and run a smooth shift
    • Must be Food Handler certified
    • Able to work various shifts per week and be available weekdays, evenings, and weekends
    • Able to lift up to 50lbs
    • Able to stand for up to 8 hours at a time, use fingers and hands, bend down and reach for items above head or below waist
    • Authorized to work in the United States

What We Offer You

    • An entrepreneurial work environment where you can have an impact on a growing company
    • Mentors committed to developing you to take on more responsibility within the company
    • A welcoming and supportive team where diversity and creativity are valued
    • A complimentary scoop of Smitten Ice Cream with each shift
    • Discounts on merchandise and ice cream purchases
We are an equal opportunity employer and embrace diversity in the workplace. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment, qualified applicants with arrest and conviction records. We encourage individuals from underrepresented groups to apply.