Team Lead

Activate Games•Taylorsville, UT

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 creates an engaging customer experience, guides customers, coaches Game Facilitators, and leads by example with a positive, problem-solving mindset. The Team Lead is the first point of contact for customer escalations and technical issues, troubleshoots problems, and helps ensure every room is operational. This is an existing vacancy for a full-time, permanent position at Activate’s Taylorsville store in Taylorsville, Utah. The role includes customer service and store operations, staff training and shift oversight, and maintenance and inventory responsibilities. The work environment may include bright flashing lights, loud music, fog, cleaning chemicals, and use of maintenance tools and a ladder. Shifts may start as early as 8 a.m. and end as late as 1 a.m.

Requirements

Must be capable of lifting up to 50 lbs. consistently 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 be comfortable working around bright flashing lights, loud music, and fog.
Must use personal protective equipment, handle and store cleaning chemicals properly, and follow established safety protocols.
Successful completion of a criminal record check is a condition of employment.

Nice To Haves

1–2 years of previous experience in a similar role, preferably with a strong focus on customer relations.
Demonstrated collaboration skills and previous 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 when required.
Communicate the status of the facility and each room to the team and customers.
Know Activate programs and ensure they are applied in compliance with company standards.
Train new employees and lead with knowledge, focusing on customer success.
Coach and foster relationships with prospective customers, employees, and management.
Oversee staff, delegate tasks, and support employees throughout scheduled shifts.
Lead solution-oriented processes for customer questions, complaints, and issues, while modeling Activate values.
Assess maintenance requirements related to inventory management and componentry.
Maintain rooms by delegating cleaning, painting, and necessary maintenance.
Receive, track, and maintain inventory for maintenance supplies, merchandise, and vending products, and communicate needs to the Store Leader.
Identify maintenance needs, coordinate with the Store Leader on necessary appointments, and keep accurate notes of related activities.