Team Lead (Store Supervisor)

Activate Games•Wauwatosa, WI

26d•Onsite

About The Position

Activate is hiring a full-time, permanent Team Lead for its store in Milwaukee (Wauwatosa), Wisconsin. Reporting to the Store Leader, the Team Lead guides customers and coaches Game Facilitators to create an exceptional in-store experience and keep store operations running smoothly. The role leads by example, helps keep the team motivated and coordinated, responds to customer escalations and technical issues, and ensures the game rooms are operational. The position also supports customer bookings and check-in, staff training and shift delegation, store maintenance, and inventory management. The work environment includes bright flashing lights, loud music, and fog. The role requires working various shifts that may start as early as 8 a.m. and end as late as 1 a.m., along with physical tasks such as lifting, standing, and using maintenance equipment.

Requirements

Preferred: 1–2 years of previous experience in a similar role, with a strong focus on engaging customer relations.
Proficiency in using 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.
Successful completion of a criminal record check is a condition of employment.
Ability to use personal protective equipment, handle and store cleaning chemicals properly, and follow established safety protocols.

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, troubleshoot booking challenges, and help 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 by example, 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-focused processes to address customer questions, complaints, and issues while demonstrating Activate values.
Assess maintenance requirements related to inventory management and componentry.
Maintain game rooms by delegating cleaning, painting, and required 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 service appointments when necessary, and maintain accurate activity notes.