Shift Supervisor (PT) - Diablo Rock Gym

About the Role

Touchstone Climbing owns and operates 18 climbing gyms across California. We're more than gyms—we're a community. The Shift Supervisor performs day-to-day front desk duties while handling elevated customer service needs, including managing complex membership issues, addressing unique or non-routine customer inquiries, and ensuring consistent, positive customer service. This role manages front-of-house operations and assists with social media, incident reporting, facilities needs, staff training, and other location-based duties.

Responsibilities

• Customer Service & Front Desk Operations
  • Set a high standard when performing all regular front desk duties and lead other staff by example
  • Ensure staff respond in a timely and professional manner to all emails and tickets
  • Process complex memberships, handle unique inquiries, and report anomalies or issues to management or member services
  • Ensure side work and additional tasks are completed by operations staff in a timely manner
  • Ensure scheduled staff (coaches, instructors, desk) arrive on time, wear appropriate attire, and take required breaks
  • Support retail operations: receive inventory, report discrepancies, re-merchandise displays, and provide product recommendations
  • Keep staff on task and working efficiently as a team
  • Debrief the team on the day’s events and create a collaborative game plan
  • Delegate tasks as needed based on check-in volume and scheduling anomalies
  • Conduct facility walkthroughs to ensure cleanliness, order, and safety
  • Be available for or coordinate coverage for call-outs
• Climbing Education & Events
  • Teach various climbing classes such as Intro to Bouldering
  • Train new staff on front desk procedures, climbing safety, and intro class instruction
  • Process all incident reports
  • Staff climbing events such as group ITBs, group bouldering events, and community outreach programs
  • Manage bookings for gym events including youth programs, private lessons, climbing clinics, affinity meetups, and more
  • Coordinate setup and cleanup for special events and assist with member communications
  • Serve as day-to-day support for club and camp coaches
• Collaboration with Management
  • Attend regular check-ins to discuss staff performance, challenges, operational issues, facility needs, and incidents
  • Review and process incident reports, escalating to management when needed
  • Create and manage social media content
  • Participate in interview panels and hiring process for desk and coaching candidates
  • Conduct new hire training
  • Provide feedback to or discipline desk, coaching, and fitness staff, redirecting behavior as needed
  • Coordinate time off with other shift leads to ensure 7-day/week coverage

Qualifications

• Strong customer service and communication skills
• Ability to teach and engage groups of varying ages and abilities
• Attention to detail and self-motivation
• Comfort with computers and POS systems
• Knowledge of climbing techniques
• CPR/First Aid certified or willingness to obtain (training provided)
• Ability to lift 30–50 lbs and remain on your feet for extended shifts
• Available regularly during peak hours with the ability to work evenings and weekends

Pay

This is a full-time position with a pay range of $24/hr.

Benefits

• Medical FSA – All employees are eligible to make pre-tax contributions to a Flexible Spending Account for medical expenses
• Paid Time Off – Vacation and sick leave provided
• Free Gym Membership – Access to all Touchstone facilities
• Flexible Work Schedule – Supporting work-life balance