Team Lead

Core Responsibilities

• Answer phones and emails to accommodate customer needs; troubleshoot booking challenges to secure them.
• Assist customers at check-in, create and receive invoices, take 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 ensure the best customer experience.
• Aware of all Activate Programs and ensure they are applied in compliance with company standards.
• Serve as the first point of contact for customer escalations, technical issues, troubleshooting, and ensuring every room is operational.

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, leading and emulating 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.

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.

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.
• Regular use of maintenance equipment such as hand and power tools, with occasional use of ladder.
• 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.
• Willingness to work various shifts starting as early as 8 am and ending as late as 1 am.

Perks That Power Our People

• Competitive wage with incremental pay increase.
• 401(k) and Benefits (medical, dental, vision, and basic life insurance).
• Paid time off.
• Ongoing learning and training with a focus on technology and innovation.
• Free game play and employee discounts.
• Fun and dynamic work environment.
• Casual and comfortable dress code.
• On-site parking.

Successful Completion of a Criminal Record Check is a Condition of Employment for this Position.

About the Role

This job posting is for an existing vacancy. This is a full-time, permanent position at our Culver City store located at 6000 Sepulveda Blvd., Suite 1200.