ABOUT THE ROLE

As a Lead Tearista, you are a certified and experienced member of the HEYTEA team responsible for maintaining beverage quality, supporting daily store operations, and training and guiding other Tearistas.

You will build advanced expertise in tea, slushies, seasonal beverages, customer service, and HEYTEA operating standards. In addition to preparing beverages and supporting store operations, you will ensure Tearistas are properly trained, follow recipes and procedures, and consistently meet HEYTEA quality and service standards.

The Lead Tearista also acts as a key point of contact on the floor. You will assist customers with questions, concerns, or service issues and coordinate with the Store Manager or Supervisor when further escalation is required.

You will also play an important role in supporting new store openings, training employees at other HEYTEA locations, and maintaining operational standards across the business.

The role requires flexibility to work at different HEYTEA locations, undertake training assignments, and assume additional operational responsibilities based on business needs and management direction.

ABOUT YOU

You are a confident and dependable team member with strong communication and leadership skills. You take ownership of your responsibilities, maintain high standards, and are comfortable guiding and training others.

You work well under pressure, can multitask effectively, and can resolve customer concerns professionally and calmly. You understand the importance of beverage consistency, cleanliness, food safety, and excellent hospitality.

You are adaptable, willing to take on new responsibilities, and comfortable working across different HEYTEA locations. You enjoy developing others, supporting new store teams, and contributing to the success of the wider HEYTEA operations.

You are passionate about tea, seasonal products, and customer service and are eager to support the continued growth of HEYTEA.

JOB RESPONSIBILITIES

1. Beverage Preparation & Quality Control

- Maintain certification in both HEYTEA Front-of-House and Back-of-House operations.
- Master and demonstrate all required tea-making, slush, fruit preparation, and beverage production processes.
- Prepare beverages according to HEYTEA recipes, preparation procedures, and quality standards.
- Monitor beverage preparation to ensure taste, presentation, portioning, and consistency meet company standards.
- Ensure Tearistas correctly follow recipes, preparation procedures, and station standards.
- Prepare and handle tea, fruit, toppings, and other beverage ingredients according to company procedures.
- Monitor ingredient quality, freshness, storage, and preparation.
- Identify and report operational, quality, or product-related issues to store management.

2.



Team Training & Development

- Train, coach, and guide Tearistas in beverage preparation, operating procedures, customer service, cleanliness, and HEYTEA standards.
- Support the certification, onboarding, and ongoing development of new and existing Tearistas.
- Train employees at the assigned store and other HEYTEA locations as directed by management.
- Provide hands-on training, demonstrations, and corrective coaching to ensure employees meet required standards.
- Assist in preparing newly hired employees and replacement team members for operational responsibilities.
- Identify training gaps and communicate employee progress and certification readiness to the Supervisor or Store Manager.

3. Daily Store Operations & Team Coordination

- Support daily Front-of-House and Back-of-House operations to ensure efficient service and beverage production.
- Guide and direct Tearistas during assigned shifts to maintain smooth operational workflow.
- Assist with station assignments and employee positioning based on operational needs.
- Coordinate with the team during busy periods to maintain efficient order flow and beverage production.
- Support opening, closing, cleaning, and operational checklists.
- Maintain cleanliness, sanitation, and proper upkeep of beverage-making equipment, workstations, and storage areas.
- Ensure food safety, hygiene, and company operating procedures are followed.
- Support cash register and POS operations and help ensure transactions are processed accurately.
- Communicate operational issues, equipment concerns, or employee-related matters to the Supervisor or Store Manager.

4. Customer Service & Issue Resolution

- Greet customers, process orders, answer questions, and provide knowledgeable product recommendations.
- Act as a primary point of contact for customer concerns, complaints, and service issues on the floor.
- Resolve customer concerns professionally whenever possible and escalate significant matters to the Supervisor or Store Manager.
- Maintain a positive, professional, and welcoming service environment.
- Support Tearistas in handling challenging customer interactions and maintaining service standards.

5. Current Store Openings & Cross-Location Training

- Participate in the preparation, setup, training, and operational launch of new HEYTEA locations when assigned.
- Train new and existing Tearistas at other HEYTEA stores,



including new store openings and employee replacements at existing locations.
- Assist with beverage preparation training, station setup, quality checks, employee certification, and pre-opening stress tests.
- Provide hands-on operational support during opening periods to ensure new teams meet HEYTEA standards.
- Support newly opened stores during their initial operating period and assist in correcting operational or training gaps.
- Complete opening and post-opening assignments as directed by the Store Manager or Operations Manager.

6. Multi-Location Assignments & Operational Flexibility

- Work at other HEYTEA locations on a temporary or permanent basis when assigned by management, subject to applicable employment agreements and legal requirements.
- Provide operational and training coverage at other stores during new openings, staffing shortages, employee leaves, or operational transitions.
- Assume additional floor leadership and coordination responsibilities when the Supervisor or Store Manager is unavailable, within the scope of the Lead Tearista role.
- Accept reassignment to another store or operational duties consistent with the Lead Tearista position based on business needs.
- Carry out additional operational, training, or store-related duties assigned by the Supervisor, Store Manager, Operations Manager, or authorized management.

JOB REQUIREMENTS

Lead Tearista Requirements

- HEYTEA Front-of-House and Back-of-House certification required.
- Ability and willingness to train, coach, and support other Tearistas.
- Previous experience as a Tearista, Barista, or in a similar beverage or food-service role preferred.
- Strong knowledge of beverage preparation and quality-control standards.
- Strong customer-service and problem-solving skills.
- Comfortable handling customer concerns and resolving service issues professionally.
- Strong communication and interpersonal skills.
- Demonstrated leadership and team collaboration skills.
- Responsible, organized, and detail-oriented.
- Ability to multitask and make decisions in a rapid-paced environment.
- Ability to maintain high standards of cleanliness, food safety, and organization.
- Willingness and ability to train employees, support new store openings, and work at other HEYTEA locations as assigned.
- Flexibility to accept temporary or permanent store assignments based on operational requirements, subject to applicable employment agreements and legal requirements.
- Proficiency in English required; proficiency in Chinese is an asset.
- Flexible availability, including evenings, weekends, holidays, opening shifts, and closing shifts as required.

Pay: $19.00-$19.50 per hour

Benefits:

- Flexible schedule
- On-site parking

Work Location: In person

📌 Lead Tearista (Full Time) (Markham)
🏢 Hey Tea
📍 Markham