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About the Role

As a lead on shift, you generate excitement in every interaction and report to the Store Leader to keep operations running smooth. You guide customers and coach Game Facilitators to level up every interaction for an exceptional in-store experience. Leading by example with a positive, problem-solver mindset, you are ready to jump into action - keeping the team synced, motivated, and ready for their next challenge. You serve as the first point of contact for customer escalations, technical issues, troubleshooting, and ensuring every room is operational.

Responsibilities

Answer phones and emails and capitalize opportunities to accommodate customer needs; troubleshoot challenges around bookings to secure them
Assist customer at check-in, creating and receiving invoices, taking payments, and perform overrides at check-in
Resolve customer complaints and escalate to the Store Leader as required
Communicate the status of the facility including each room to their team and customers to ensure the best customer experience
Ensure all Activate Programs are applied in compliance with company standards
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
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

Requirements

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
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
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
Wearing personal protective equipment (PPE), properly handling and storing cleaning chemicals, and following established safety protocols
Must be willing to work various shifts starting as early as 8 am and ending as late as 1 am
Successful completion of a criminal record check is a condition of employment for this position.

Skills

Customer relations
Team leadership
Problem-solving
Technical troubleshooting
Hand and power tools
Microsoft Office

Location

San Francisco, California

Work Type

Full-time
Permanent
On-site

Experience Level

1-2 years

Salary/Compensations

Competitive wage with incremental pay increase

Benefits

401(k)
Medical insurance
Dental insurance
Vision insurance
Basic life insurance
Employee assistance program (EAP)
Paid time off
Ongoing learning and training with a focus on technology and innovation
Free game play and employee discounts
Casual and comfortable dress code
On-site parking

About the Company

Activate is redefining how the world plays across Canada, US, and beyond into the global market.
We’re a technology company that fuses a game, a workout, and a party into one unforgettable experience.
We believe play should move people - physically and socially.
Behind every room, you’ll need your reflexes, wits, and a team to beat the challenges - it’s easy to start, hard to beat.

Equal Opportunity

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.