Shift Lead Job Description

Role Overview

The Shift Lead is responsible for running smooth, consistent, high-quality shifts at Far Out Ice Cream. This role supports the management team by leading team members during service, upholding Far Out’s standards, solving problems in real time, and making sure every guest receives friendly, fast, and accurate service.

A Shift Lead is not just another team member on the floor. They are expected to set the tone, hold the team accountable, communicate clearly, and take ownership of the shop during their scheduled shifts.

Key Responsibilities

Team Leadership

Lead the team during assigned shifts with confidence, urgency, and professionalism.
Assign team members to stations and make sure everyone is working productively.
Coach team members in the moment when standards are not being met.
Set a strong example through attitude, pace, cleanliness, and guest service.
Communicate issues, wins, and concerns to management after each shift.

Guest Experience

Ensure every guest is greeted warmly and served efficiently.
Maintain Far Out’s standard for friendly, upbeat, and helpful service.
Handle guest concerns calmly and professionally.
Make sure products are made accurately, consistently, and with care.
Keep lines moving during busy periods while maintaining quality.

Operations

Open and/or close the shop according to company procedures.
Ensure all prep, restocking, cleaning, and closing tasks are completed fully.
Monitor product quality, food safety, and shop cleanliness throughout the shift.
Keep the team focused during slower periods by assigning productive tasks.
Help manage inventory levels during shifts and communicate shortages.

Standards and Accountability

Enforce Far Out Ice Cream policies and procedures consistently.
Address lateness, phone use, lack of urgency, poor cleanliness, or unprofessional behavior in the moment.
Make sure team members follow recipes, portioning standards, and service expectations.
Escalate repeated issues to management promptly.
Protect the brand by maintaining a clean, organized, and welcoming shop.

Qualifications

Prior food service, retail, or customer service experience preferred.
Prior leadership experience preferred, but not required for the right candidate.
Strong communication skills.
Reliable, punctual, and able to lead by example.
Comfortable giving direction and holding peers accountable.
Able to stay calm and focused during busy shifts.
Positive attitude and strong work ethic.
Must be able to stand for extended periods and perform basic shop duties.

Expectations

A successful Shift Lead should be able to:

Run a shift without constant manager supervision.
Notice problems before they become bigger issues.
Keep the team moving with purpose.
Maintain high standards even when the shop is busy.
Balance friendliness with firmness.
Take ownership of the guest experience and the condition of the shop.

Compensation

Base: $16.00- $20.00 + Tips

Position Type

Part-time or full-time, depending on availability and business needs. Evening, weekend, and holiday availability may be required.

Compensation: $16.00 - $20.00 per hour

Real Fruit, Real Ice Cream, Really Good!

When our founders visited New Zealand, they not only encountered the beautiful culture, but were met with the joy of trying what Kiwi’s call ‘Real Fruit Ice Cream.’

We hope that our ice cream can be a vehicle for something greater: focusing and participating in the rich communities we are located in, spreading happiness to our customers and our team members, and striving towards sustainability goals.

We believe in sincerely connecting with customers and creating a company culture that puts our teammates first. Like every worthwhile mission, the journey to this point takes time. From the beaches in Hull, MA to our beautiful Brookline, MA storefront; we are excited to see where Far Out goes next.

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