Team Lead

Activate Games • Taylorsville (Salt Lake City), UT

1d • Onsite

About The Position

As a shift lead, the Team Lead creates an energetic customer experience and reports to the Store Leader to help keep store operations running smoothly. The role guides customers and coaches Game Facilitators, leads by example with a positive, solution-oriented mindset, and helps keep the team coordinated and motivated. The Team Lead is the first point of contact for customer escalations and technical issues, troubleshoots problems, and ensures rooms are operational.

This is an existing vacancy for a full-time, permanent position at Activate’s Taylorsville store at 5564 S. Redwood Rd, Taylorsville, UT 84123. The role supports customer service, shift leadership, store operations, maintenance, and inventory. Candidates must complete a criminal record check as a condition of employment.

Requirements

• Preferred: 1–2 years of previous experience in a similar role, with a strong focus on customer relations.
• Proficiency with hand and power tools.
• Ability to lift up to 50 lbs. consistently and stand for extended periods, typically 8 hours.
• Ability to work various shifts starting as early as 8 a.m. and ending as late as 1 a.m.
• Comfort working around bright flashing lights, loud music, and fog.
• 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

• Experience overseeing a team of 10 or more is an asset.
• Proficiency in Microsoft Office and related software is an asset.

Responsibilities

• Answer phones and emails, address 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 needed.
• Communicate facility and room status to team members and customers to support a positive customer experience.
• Understand 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 potential customers, employees, and management.
• Oversee staff, delegate tasks, and support employees throughout scheduled shifts.
• Use solution-oriented processes to address customer questions, complaints, and issues, while modeling Activate’s values.
• Assess maintenance requirements related to inventory management and components.
• Maintain rooms by delegating cleaning, painting, and other required maintenance.
• Receive, track, and maintain inventory for maintenance, merchandise, and vending products, and communicate needs to the Store Leader.
• Identify maintenance needs, coordinate provisioning appointments with the Store Leader when necessary, and keep accurate, up-to-date notes on related activities.

Benefits

• Competitive wage with incremental pay increases.
• 401(k) and benefits including medical, dental, vision, and basic life insurance.
• Paid time off.
• Ongoing learning and training focused on technology and innovation.
• Free game play and employee discounts.
• Fun and dynamic work environment.
• Casual and comfortable dress code.
• On-site parking.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed