Team Lead

Activate Games•San Francisco, CA

19d•Onsite

About The Position

The Team Lead is a shift leader who reports to the Store Leader and helps keep store operations running smoothly. The role guides customers and coaches Game Facilitators to deliver an exceptional in-store experience. It serves as a first point of contact for customer escalations and technical issues, troubleshoots problems, and helps ensure every game room is operational. This is a full-time, permanent position at the Activate Stonestown Galleria store in San Francisco, California.

Requirements

1–2 years of previous experience in a similar role with a strong focus on customer relations is preferred.
Must be capable of consistently lifting up to 50 lbs and standing for extended periods, typically 8 hours.
Must be willing to work various shifts starting as early as 8 a.m. and ending as late as 1 a.m.
Must successfully complete a criminal record check as a condition of employment.
Must be comfortable working around bright flashing lights, loud music, and fog.
Must wear personal protective equipment, properly handle and store cleaning chemicals, and follow established safety protocols.

Nice To Haves

Experience overseeing a team of 10 or more is an asset.
Proficiency with hand and power tools.
Proficiency in Microsoft Office and related software is an asset.

Responsibilities

Answer phones and emails, accommodate customer needs, and troubleshoot booking challenges to secure bookings.
Assist customers at check-in, create and receive invoices, take payments, and perform check-in overrides.
Resolve customer complaints and escalate issues to the Store Leader as required.
Communicate the status of the facility and its rooms to the team and customers.
Understand Activate programs and ensure they are applied in compliance with company standards.
Train new employees and lead by example with a focus on customer success.
Coach and foster relationships with prospective customers, employees, and management.
Oversee staff, delegate tasks, and support the team throughout scheduled shifts.
Use solution-oriented processes to address customer questions, complaints, and issues, while demonstrating Activate values.
Assess maintenance requirements related to inventory management and componentry.
Maintain rooms by delegating cleaning, painting, and other required maintenance.
Receive, track, and maintain inventory for maintenance, merchandise, and vending products; communicate inventory needs to the Store Leader.
Identify maintenance needs, coordinate necessary appointments with the Store Leader, and maintain accurate activity notes.