Shift Supervisor (FT) - Aisle 19

Touchstone Climbing•San Francisco, CA

12d•$24 - $25•Onsite

About The Position

Touchstone Climbing is seeking a Shift Supervisor for its newest bouldering gym, Aisle 19, located in San Francisco. This role is responsible for day-to-day front desk operations, handling elevated customer service needs, managing complex membership issues, and ensuring a positive customer experience. The Shift Supervisor will also assist with social media, incident reporting, facilities needs, and staff training. This is an opportunity to shape the identity of a new gym and contribute to the local community.

Requirements

Strong customer service and communication skills.
Ability to teach and engage groups of varying ages and abilities.
Attention to detail and self-motivation.
Comfort with computers and POS systems.
Knowledge of climbing techniques.
CPR/First Aid certified or willingness to obtain (training provided).
Ability to lift 30–50 lbs and remain on your feet for extended shifts.
Available regularly during peak hours with the ability to work evenings and weekends.

Responsibilities

Perform all regular front desk duties and lead other staff by example.
Ensure timely and professional responses to emails and tickets.
Process complex memberships and handle unique customer inquiries.
Ensure side work and additional tasks are completed by operations staff.
Verify scheduled staff arrive on time, wear appropriate attire, and take breaks.
Support retail operations including inventory management and merchandising.
Keep staff on task and working efficiently as a team.
Debrief the team on the day's events and create a collaborative game plan.
Delegate tasks based on check-in volume and scheduling anomalies.
Conduct facility walkthroughs to ensure cleanliness, order, and safety.
Be available for or coordinate coverage for call-outs.
Teach climbing classes such as Intro to Bouldering.
Train new staff on front desk procedures, climbing safety, and class instruction.
Process all incident reports.
Staff climbing events.
Manage bookings for various gym events.
Coordinate setup and cleanup for special events.
Serve as day-to-day support for club and camp coaches.
Attend regular check-ins with management to discuss performance, challenges, and operational issues.
Review and process incident reports, escalating to management when needed.
Create and manage social media content.
Participate in interview panels and hiring processes.
Conduct new hire training.
Provide feedback to or discipline staff, redirecting behavior if needed.
Coordinate time off with other shift leads to ensure coverage.

Benefits

Health Insurance – Choose from two Kaiser Permanente plans: 90% employer-paid coverage for employees and 70% for dependents of Kaiser’s top-tier, no-deductible, low-copay plan; 100% employer-paid coverage for employees and 70% for dependents of a higher-deductible Kaiser plan.
Dental Insurance – 80% employer-paid coverage for employees and 65% for dependents.
Vision Plan - 100% employer-paid coverage for employees and 70% for dependents.
Medical FSA - All employees are eligible to make Pre-tax contributions to a Flexible Spending Account for medical expenses.
Mental Health Services - Access to Modern Health and Calm.
401(k) Retirement Plan – Employer match available.
Paid Time Off – Vacation and sick leave provided.
Free Gym Membership – Access to all Touchstone facilities for employee and a +1 membership for a partner, family member, or friend.
Guest Passes - Unlimited guest passes to get a non-member entry to a gym free of charge when accompanied by the employee.
Pro Deals & Staff Discounts – Discounts on gear purchased at our gyms and industry pro deals.
Flexible Work Schedule – Supporting work-life balance.