Shift Supervisor (PT) - Great Western Power Company

Touchstone Climbing owns and operates 18 climbing gyms across California. We're a community that offers competitive pay, outstanding benefits, free gym membership, and other perks, connecting you with a dynamic network of climbing enthusiasts.

About the role

The Shift Supervisor performs day-to-day front desk duties while handling elevated customer service needs, including managing complex membership issues, addressing unique customer inquiries, and ensuring consistent, positive customer experiences. This role oversees front-of-house operations and assists with social media, incident reporting, facilities needs, staff training, and other location-specific duties.

Responsibilities

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

Requirements

• 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 and belay systems (training provided if needed)
• CPR/First Aid certified or willingness to obtain (training provided)
• Ability to lift 30–50 lbs and remain on your feet for extended shifts
• Availability during peak hours, including evenings and weekends

Preferred Qualifications

• Ability to assess and uphold lead climbing safety standards
• Prior leadership experience

Pay

$24–26/hour for full-time or part-time positions.

Benefits

• Medical Flexible Spending Account (FSA) – Pre-tax contributions 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

Location: Great Western Power Company, 520 20th St, Oakland, CA 94612