Team Lead (Store Supervisor)

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.

About the role

As a lead on shift, you generate excitement in every interaction and report to the Store Leader to keep operations running smoothly. 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. This is a full-time, permanent position at our Stonestown Galleria store located at 3251 20th Ave, San Francisco, California 94132.

Responsibilities

• Answer phones and emails, troubleshoot booking challenges, and secure customer needs
• Assist customers at check-in, create and receive invoices, process payments, and perform overrides
• Resolve customer complaints and escalate to the Store Leader as required
• Communicate facility and room status to team and customers to ensure the best experience
• Ensure Activate Programs are applied in compliance with company standards
• Train new employees, lead with knowledge, and maintain a focus on customer success
• Coach and foster relationships with customers, employees, and management
• Oversee staff, delegate tasks, and support them throughout the shift
• Facilitate solution-minded processes for customer questions, complaints, and issues
• Assess maintenance requirements related to inventory and componentry
• Maintain rooms by delegating cleaning, painting, and required maintenance
• Receive, track, and maintain inventory for maintenance, merchandise, and vending products
• Identify maintenance needs, coordinate appointments, and keep accurate records

Working Environment

• Capacity to lift and carry merchandise, supplies, and equipment up to 50 lbs consistently
• Ability to bend, stoop, reach, sit, stand, walk, and communicate for extended periods (typically 8 hours)
• Regular use of maintenance equipment such as hand and power tools, with occasional use of a ladder
• Comfortable working in an environment with bright flashing lights, loud music, and fog
• Wear personal protective equipment (PPE), handle cleaning chemicals safely, and follow safety protocols
• Willingness to work various shifts starting as early as 8 am and ending as late as 1 am

Qualifications

• 1-2 years of previous experience in a similar role with a strong focus on customer relations (preferred)
• Demonstrated experience overseeing a team of 10+ (an asset)
• Proficient in the use of hand and power tools
• Proficiency in Microsoft Office and related software (an asset)
• Successful completion of a criminal record check is required

Benefits

• Competitive wage with incremental pay increases
• 401(k) and benefits (medical, dental, vision, and 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
• Fun and dynamic work environment
• Casual and comfortable dress code
• On-site parking