Team Lead

Activate Games•Dublin, CA

13d•Onsite

About The Position

The Team Lead serves as a shift leader at Activate’s Dublin store, reporting to the Store Leader. The role helps keep store operations running smoothly by creating an engaging customer experience, guiding customers, and coaching Game Facilitators. The Team Lead leads by example, keeps the team coordinated and motivated, and serves as the first point of contact for customer escalations, technical issues, troubleshooting, and ensuring game rooms are operational. This is an existing vacancy for a full-time, permanent position at 4976 Dublin Blvd., Dublin, CA 94568. The role includes customer service and store operations, staff training and oversight, and maintenance and inventory duties. Employees must be willing to work various shifts starting as early as 8 a.m. and ending as late as 1 a.m.

Requirements

1–2 years of previous experience in a similar role with a strong focus on engaging customer relations is preferred.
Proficiency with hand and power tools.
Ability to lift up to 50 pounds consistently and stand for extended periods, typically eight hours.
Willingness to work various shifts starting as early as 8 a.m. and ending as late as 1 a.m.
Comfort working in an environment with bright flashing lights, loud music, and fog.
Ability to wear personal protective equipment, properly handle and store cleaning chemicals, and follow safety protocols.

Nice To Haves

Demonstrated collaboration skills and previous experience overseeing a team of 10 or more.
Proficiency in Microsoft Office and related software.

Responsibilities

Answer phones and emails and address customer needs, including troubleshooting booking issues to secure bookings.
Assist customers at check-in, create and receive invoices, take payments, and perform check-in overrides.
Resolve customer complaints and escalate them to the Store Leader when required.
Communicate facility and room status to the team and customers to support a positive customer experience.
Understand Activate Programs and ensure they are applied in accordance with company standards.
Train new employees and lead with knowledge, focusing on customer success.
Coach and build relationships with prospective customers, employees, and management.
Oversee staff, delegate tasks, and support the team throughout scheduled shifts.
Use solution-minded processes to address 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 required maintenance.
Receive, track, and maintain inventory for maintenance, merchandise, and vending products, and communicate needs to the Store Leader.
Identify maintenance needs, coordinate with the Store Leader on service appointments when needed, and maintain accurate notes of related activities.