Team Lead

Activate Games•Dublin, CA

2d•Onsite

About The Position

The Team Lead is a shift leader at Activate’s Dublin store, reporting to the Store Leader. The role creates an engaging customer experience, guides customers, and coaches Game Facilitators while helping keep store operations running smoothly. The Team Lead is the first point of contact for customer escalations and technical issues, troubleshoots problems, and ensures game rooms are operational. This is an existing vacancy for a full-time, permanent position at 4976 Dublin Blvd., Dublin, CA 94568. The role requires working varied shifts that may start as early as 8 a.m. and end as late as 1 a.m. Successful completion of a criminal record check is a condition of employment.

Requirements

One to two years of previous experience in a similar role with a strong focus on customer relations is preferred.
Proficiency using hand and power tools.
Ability to lift up to 50 pounds consistently and stand for extended periods, typically eight hours.
Ability to work varied 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 phone calls 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 individual rooms to team members 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.
Build and foster relationships with potential customers, existing employees, and management.
Oversee staff, delegate tasks, and support the team throughout scheduled shifts.
Address customer questions, complaints, and issues using solution-minded processes while modeling Activate’s values.
Assess maintenance requirements related to inventory management and componentry.
Coordinate room cleaning, painting, and other required maintenance by delegating tasks.
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 notes of related activities.
Troubleshoot technical issues and help ensure every room is operational.