Matcha Bar Shift Lead

About the job

About Vale

Vale is a fast-growing Seattle-based startup with the goal of bringing the real benefits of matcha to a billion people. We’re creating a modern matcha experience through technology, innovation, and world-class hospitality, including our Mobile Matcha Bars that bring Vale directly into workplaces, events, venues, and communities. As we expand into Phoenix, we’re looking for people who are excited to help build a new market from the ground up. We’re a very fast-moving, hands-on company, so we really value people who are adaptable, proactive, comfortable taking ownership, and genuinely passionate about creating an amazing experience for both our guests and our team.

About the Role

This is a hands-on field leadership position supporting Vale's Mobile Matcha Bars across the Phoenix market. Rather than being stationed at one location for an entire shift, you'll move between active bars, check in with teams, coach Matcha Ambassadors, troubleshoot issues, and make sure we're consistently delivering the level of hospitality and quality we expect at Vale.

You'll essentially be the first point of escalation in the field during your shifts. That could mean helping with a staffing issue, coaching an Ambassador, resolving a guest concern, addressing an equipment or inventory problem, or jumping behind a bar yourself when a team needs additional support.

You'll work closely with our Phoenix Market Lead, but we're looking for someone who can make good day-to-day decisions independently and take ownership of what is happening across the area.

Key Responsibilities

Field Leadership and Execution

Field Leadership

• Oversee multiple active Mobile Matcha Bars during a shift
• Move between locations based on where support is needed
• Make decisions and troubleshoot issues without needing constant direction
• Keep the Phoenix Market Lead informed about important issues or trends
• Step into bar operations yourself when necessary

Coaching & People Leadership

• Coach Matcha Ambassadors in real time
• Recognize great performance while also being comfortable addressing issues
• Set expectations around hospitality, attendance, teamwork, quality, and professionalism
• Help onboard and develop newer team members
• Create a positive culture while still holding people accountable

Hospitality

• Model the hospitality we expect from Matcha Ambassadors
• Observe how teams interact with guests and provide feedback
• Handle guest concerns and service recovery
• Make sure every location represents Vale consistently

Operations

• Make sure bars are clean, stocked, operational, and opening on time
• Monitor product, inventory, equipment, cleanliness, and food-safety standards
• Catch issues early and either solve or appropriately escalate them
• Identify recurring problems and suggest better ways of doing things

What Success Looks Like

• The strongest person for this role is someone who is proactive rather than reactive . We don't want someone who waits until they're told that a bar needs help. We want someone who notices what's happening, determines what needs attention, and takes action.
• We're also looking for someone who can balance hospitality and accountability . You need to be warm and approachable enough that the team trusts you, but comfortable giving direct feedback and holding people to a high standard.
• And because you'll be moving between multiple locations, we're looking for someone who can prioritize quickly . There may be several things happening at once, and you'll need to determine what actually needs your attention first.

Qualifications

• Previous leadership experience in hospitality, food service, retail, events, or multi-location operations
• Experience training, coaching, and holding hourly employees accountable
• Strong communication, organization, and problem-solving skills
• Sound judgment and the confidence to make decisions without constant direction
• Strong commitment to hospitality and the guest experience
• Ability to move between multiple locations and adjust priorities throughout the day
• Ability to remain calm and solutions-focused in a fast-moving environment
• Strong attention to detail and commitment to operational consistency
• Comfortable using scheduling, communication, checklist, and reporting tools
• Ability to work independently while maintaining close communication with market leadership

Physical and Scheduling Requirements

• Reliable transportation and a valid driver’s license
• Frequent travel between Mobile Matcha Bar locations throughout the Phoenix area
• Ability to stand and walk for extended periods
• Ability to safely lift and carry up to 40 pounds
• Willingness to work indoors and outdoors in Phoenix weather conditions
• Availability during peak operating periods, including mornings, evenings, weekends, and holidays as business needs require
• Flexibility to work a schedule that may change based on weekly activations and deployment needs

Location: Phoenix, Arizona
Employment Type: Part-Time (~30 hours per week)
Reports To: Phoenix Market Lead
Anticipated start date: Early-mid October