Shift Lead: Customer Experience & Team Coach

Activate Games; Mississauga; On-site; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive wage

Extended health benefits

Employee assistance program

Group retirement plan with employer

Paid time off

Free game play

On-site parking

Job summary

Activate Games in Mississauga is hiring a Store Lead on shift to generate excitement and guide customers while coaching Game Facilitators for an exceptional in-store experience. You report to the Store Leader and help keep operations smooth.

You will handle escalations, troubleshoot technical issues, manage bookings, and ensure every room is operational. The role requires a positive problem-solver mindset and strong teamwork across the store.

Qualifications

• High school diploma or equivalent; 1–2 years customer service experience preferred.
• Must be able to work day/evening/weekend shifts.
• Proficiency in MS Office and related software.
• Strong customer relations skills; team-oriented.
• Experience supervising a team of 10+ is an asset.

Responsibilities

• Answer phones and emails; manage bookings and customer needs.
• Handle check-in overrides, cash out sheets, invoices and payments.
• Resolve complaints and escalate to Store Leader when needed.
• Communicate status of the facility and rooms to customers and team.
• Apply Activate programs in compliance with company standards.
• Train new employees and coach team to ensure customer success.
• Oversee staff, delegate tasks, and maintain shift operations.
• Coordinate maintenance, inventory, and provisioning notes.

Skills

Customer service

Team leadership

Communication

Problem solving

MS Office

Education

High school diploma or equivalent

Tools

MS Office

Hand tools

Power tools

Job description

Activate Games in Mississauga is hiring a Store Lead on shift to generate excitement and guide customers while coaching Game Facilitators for an exceptional in-store experience. You report to the Store Leader and help keep operations smooth.

You will handle escalations, troubleshoot technical issues, manage bookings, and ensure every room is operational. The role requires a positive problem-solver mindset and strong teamwork across the store.