Team Lead (Store Supervisor)

Activate is a technology company building interactive gaming facilities. The Team Lead (Store Supervisor) ensures a positive customer experience, oversees staff, provides guidance, and leads by example. Responsibilities include managing customer and store operations, leading staff, and handling maintenance and inventory. This full-time, permanent position requires 1-2 years of experience in customer relations and proficiency with hand and power tools.

Must Have

• Answer phones and emails, capitalize opportunities to accommodate customer needs, troubleshoot booking challenges.
• Assist customers at check-in, complete daily cash out sheets accurately, create and receive invoices, take payments, perform overrides.
• Resolve customer complaints and escalate to the Store Leader as required.
• Effectively communicate facility status to team and customers.
• Be aware of all Activate Programs and ensure compliance.
• Train new employees, lead with knowledge, maintain focus on customer success.
• Coach and foster relationships with customers, 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.
• Understand and assess maintenance requirements related to inventory management and componentry.
• Maintain rooms by delegating cleaning, painting, and any required maintenance.
• Receive, track, and maintain inventory for all maintenance, merchandise, and vending products.
• Identify maintenance needs and work with Store Leader on provisioning appointments, keep updated and accurate notes.
• Capacity to lift and carry merchandise, supplies, and equipment weighing up to 50 lbs.
• Capability to bend, stoop, and reach to access merchandise, perform cleaning and maintenance tasks.
• Able to sit, stand, walk, reach, stoop, kneel, crouch, crawl, and communicate for long periods.
• Capable of standing for extended periods, typically 8 hours.
• Comfortable working in an environment with bright flashing lights, loud music, and fog.
• Able to work day, evening, and weekend shifts (starting as early as 8 am and ending at 1 am).
• Wearing personal protective equipment (PPE), properly handling and storing cleaning chemicals, and following safety protocols.
• 1-2 years of previous experience in a similar role.

Good to Have

• Strong focus in engaging customer relations.
• Previous experience overseeing a team of 10+.
• Proficiency in Microsoft Office and related software.

Perks & Benefits

• Competitive wage
• Benefits package (Medical, Dental, Vision, and Basic Life Insurance)
• Paid time off
• Casual dress
• Fun and dynamic work environment
• On-site parking

Activate is a technology company building interactive gaming facilities across US, Canada, 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 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, permanent position at our store location at Unit D106-10350 Pines Blvd.

Essential 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
• Assist customer at check-in, completing daily cash out sheets accurately, creating and receiving invoices, taking payments, and perform overrides at check-in
• 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

Working Environment:

• Capacity to lift and carry merchandise, supplies and equipment weighing up to a certain limit, as required for stocking shelves, organizing inventory, and completing store tasks
• Capability to bend, stoop, and reach to access merchandise, perform cleaning and maintenance tasks, and ensure the overall presentation and organization of the store
• While performing the duties of this job, you may be required to sit, stand, walk, reach with your hands and arms, stoop, kneel, crouch, crawl, and communicate with others for long periods of time
• Must be capable of lifting weight up to 50 lbs. consistently and standing for extended periods, typically 8 hours
• Regular use of maintenance equipment such as hand and power tools, with occasional use of ladder
• Must be comfortable working in an environment with bright flashing lights, loud music, and fog
• Must be able to work day, evening, and weekend shifts (ability to work various shifts starting as early as 8 am and ending at 1 am is required)
• Wearing personal protective equipment (PPE), properly handling and storing cleaning chemicals, and following established safety protocols

The Qualifications:

• 1-2 years of previous experience in a similar role with strong focus in engaging customer relations is preferred
• Demonstrated collaborator and previous experience overseeing a team of 10+ is an asset
• Proficient in the use of hand and power tools
• Proficiency in Microsoft Office and related software is an asset

The Perks:

• Competitive wage
• Benefits package (Medical, Dental, Vision, and Basic Life Insurance)
• Paid time off
• Casual dress
• 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.