ABOUT THE ROLE

As a Supervisor, you are responsible for supporting the day-to-day operation of the HEYTEA store and ensuring the team consistently delivers high standards of beverage quality, customer service, cleanliness, and operational efficiency.

You will lead the team during assigned shifts, provide direction to Lead Tearistas and Tearistas, and ensure employees are following HEYTEA recipes, procedures, food safety requirements, and service standards.

The Supervisor serves as a key point of contact for both employees and customers during the shift. You will address operational issues, support the team during busy periods, handle customer concerns and escalations, and communicate significant issues to the Store Manager.

You will also play an important role in training and developing employees, monitoring performance, maintaining store standards, and supporting the Store Manager with daily operations.

ABOUT YOU

You are a dependable and confident leader who can motivate and support a team in a fast-paced environment.

You demonstrate solid communication, organization, and problem-solving skills and are comfortable making decisions during your shift. You take ownership of store standards and understand the importance of beverage consistency, customer service, cleanliness, food safety, and operational discipline.

You are approachable and qualified when working with employees and customers and are able to provide constructive coaching when standards are not being met.

You enjoy working as part of a team, take initiative, and are committed to creating a positive experience for both customers and employees.

JOB RESPONSIBILITIESSupervisor Responsibilities

· Lead and oversee daily store operations during assigned shifts.

· Provide direction and support to Lead Tearistas and Tearistas to ensure smooth and efficient operations.

· Ensure employees are properly positioned and assigned to Front-of-House and Back-of-House stations based on operational needs.





· Monitor beverage preparation to ensure taste, presentation, portioning, and quality meet HEYTEA standards.

· Ensure recipes, preparation procedures, operating standards, and food safety requirements are consistently followed.

· Support the training, coaching, certification, and ongoing development of Lead Tearistas and Tearistas.

· Provide real-time coaching and corrective guidance when operational, service, or quality standards are not being met.

· Monitor employee performance, attendance, punctuality, appearance, and adherence to company policies and procedures.

· Coordinate workflow during busy periods to maintain efficient order processing and beverage production.

· Ensure all ingredients are properly prepared, stored, labelled, rotated, and maintained according to company standards.

· Monitor product freshness, inventory levels, and ingredient availability throughout the shift.

· Ensure cleanliness and sanitation standards are maintained throughout Front-of-House, Back-of-House, storage areas, equipment, and customer-facing areas.

· Ensure daily opening, closing, cleaning, and operational checklists are properly completed.

· Monitor the condition and proper use of store equipment and report maintenance or operational issues promptly.

· Support cash handling, POS operations, till reconciliation, and other financial controls as required.

· Handle customer questions, complaints, and service issues professionally and work toward appropriate resolutions.





· Act as the primary escalation point for customer concerns that cannot be resolved by a Tearista or Lead Tearista.

· Escalate significant customer, employee, safety, operational, or equipment issues to the Store Manager.

· Support inventory counts, receiving, stock organization, and product ordering as required.

· Assist with maintaining appropriate staffing and break coverage during the shift.

· Conduct shift handovers and communicate important operational updates to the next shift and Store Manager.

· Support the Store Manager with daily store operations, employee management, training, reporting, and other operational requirements.

· Perform any additional duties assigned by the Store Manager or Operations Manager.

JOB REQUIREMENTSSupervisor Requirements

· HEYTEA Front-of-House and Back-of-House certification required.

· Ability to train, coach, and provide direction to Lead Tearistas and Tearistas.

· Previous supervisory, team lead, barista, beverage, restaurant, or food-service experience preferred.

· Strong leadership and team-management skills.

· Strong knowledge of beverage preparation, quality control, food safety, and customer-service standards.

· Strong communication and interpersonal skills.

· Ability to handle customer complaints and employee issues professionally.

· Strong organizational, multitasking, and problem-solving abilities.

· Ability to remain calm and make sound decisions in a fast-paced environment.

· Responsible, dependable, and detail-oriented.

· Comfortable providing feedback and holding employees accountable to company standards.

· Ability to manage multiple operational priorities simultaneously.

· Proficiency in English required; proficiency in Chinese is an asset.

· Flexible availability, including evenings, weekends, holidays, opening shifts, and closing shifts as required.

Pay: $21.00 per hour

Expected hours: 40.0 per week

Benefits

- Flexible schedule
- Paid time off

Work Location: In person

📌 Shift Supervisor (North York)
🏢 Hey Tea
📍 North York