Team Lead (Store Supervisor)

The Team Lead at Activate ensures a positive customer experience and oversees staff, providing guidance and assistance. They are expected to lead by example, modeling good attendance, attitude, and attention to detail. This full-time role involves managing store operations, customer service, and staff leadership.

Must Have

• Answer phones and emails, troubleshoot bookings
• Perform check-in overrides, complete daily cash out, create invoices, take payments
• Resolve customer complaints and escalate as needed
• Communicate facility status to team and customers
• Apply Activate Programs in compliance with standards
• Train new employees with a focus on customer success
• Coach and foster relationships with customers and employees
• Oversee staff and delegate tasks
• Facilitate solution-minded processes for customer issues
• Understand and assess maintenance requirements
• Maintain rooms by delegating cleaning and maintenance
• Receive, track, and maintain inventory for maintenance, merchandise, and vending
• Identify maintenance needs and work with Store Leader on appointments
• 1-2 years of experience in a similar role
• Ability to work day/evening/weekend shifts (8 am - 1 am)
• Proficiency in MS Office and related software
• Strength in engaging customer relations
• Proficient in the use of hand and power tools
• Demonstrated collaborator and able to work with teams
• Successful completion of a criminal record check

Good to Have

• Previous experience overseeing a team of 10+

Perks & Benefits

• Competitive wage
• Benefits package
• Paid time off
• Casual dress
• Employee discount
• Fun and dynamic work environment
• On-site parking

Activate is a technology company building interactive gaming facilities across Canada, US, and into global markets. We take entertainment into the future by fusing technology and physical activity to create live-action gaming experiences. To learn more about us, click here and follow us on Instagram and Facebook @activategames.

The Team Lead at Activate works under the direction of the Store Leader. The primary responsibilities are to ensure customers receive a positive experience during their visit to Activate and to oversee all staff on shift, providing them with guidance and assistance as needed. They have overall expectations to lead by example, model behaviours around attendance, attitude, and attention to detail. This is a full-time position at our store located at 72 Finnian Row, Dartmouth Crossing Building 1L.

The Duties and Responsibilities:

Customer and Store Operations

• Responsible to answer phones and emails and capitalize opportunities to accommodate customer needs; troubleshoot challenges around bookings to secure them
• Responsible to perform overrides at check-in, completing daily cash out sheets accurately, creating and receiving invoices, and taking payments
• Resolve customer complaints and escalate to the Store Leader as required
• Effective communication to their team and customers of the status of the facility including each room to ensure the best customer experience
• Aware of all Activate Programs, ensure they are applied in compliance with company standards

People Leadership

• Train new employees, lead with knowledge, maintaining a key focus on customer success
• Coach and foster relationships with incoming potential customers, existing employees and management
• Oversee staff and delegate tasks; supporting them throughout the scheduled shift
• Facilitate solution minded processes for customer questions, complaints and issues, lead and emulate Activate values

Maintenance and Inventory

• Understand and assess maintenance requirements related to inventory management and componentry
• Maintain the rooms by delegating cleaning, painting, and any required maintenance
• Receive, track, and maintain inventory for all maintenance, merchandise, and vending products and communicate needs to the Store Leader
• Identify maintenance needs and work with Store Leader on provisioning appointments when necessary, keep updated and accurate notes of related activities

The Qualifications:

• 1-2 years of previous experience in a similar role is preferred
• Must be able to work day/evening/weekend shifts
• Proficiency in MS Office and related software
• Strength in engaging customer relations
• Proficient in the use of hand and power tools
• Demonstrated collaborator and able to work with teams
• Ability to work various shifts starting as early as 8 am and ending at 1 am is required
• Previous experience overseeing a team of 10+ is an asset

The Perks:

• Competitive wage
• Benefits package
• Paid time off
• Casual dress
• Employee discount
• Fun and dynamic work environment
• On-site parking

Successful completion of a criminal record check is a condition of employment for this position.

Activate is an equal opportunity employer. All qualified applicants will receive consideration for employment. Activate is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs and activities. To request reasonable accommodation for a protected characteristic, contact hr@playactivate.com which is an email monitored for this purpose.

We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.