Team Lead

Activate Games; Brossard; On-site; CAD 42,000 - 54,000; Full time

Job summary

Activate Games in Canada seeks a Team Lead to be the go-to on shift, blending guest service with daily operations. You will lead the team, train new members, and ensure schedules, maintenance, and inventory are running smoothly.

Reporting to the Store Leader, you’ll resolve customer requests, coordinate maintenance with third parties, and maintain a high-energy, positive workplace culture while delivering memorable experiences.

Qualifications

• 1–2 years of leadership, retail, hospitality, entertainment, or customer service experience.
• High School Diploma or equivalent.
• Availability to work evenings, weekends, holidays, and other peak periods.
• Comfortable using Microsoft Office and point-of-sale/operational systems.
• Excellent communication and customer service skills.
• Thrives in a fast-paced, dynamic environment.
• Natural leader with the ability to coach, motivate, and hold teams accountable while creating a positive workplace culture.

Responsibilities

• Deliver an exceptional guest experience by welcoming and supporting customers and resolving questions.
• Lead the team during shifts, keeping operations organized and efficient.
• Train, coach, and support new team members to set them up for success.
• Coordinate maintenance activities and communicate repair needs to the Store Leader.
• Receive, track, and maintain maintenance and merchandise inventory; monitor stock levels.
• Maintain accurate maintenance records and arrange third-party service visits.

Skills

Leadership experience

Customer service

Communication

Team motivation

Education

High School Diploma

Tools

Microsoft Office

POS / operational systems

Job description

Ready to lead an energetic team while creating unforgettable customer experiences? As our Team Lead, you'll be the go-to person on shift, ensuring smooth daily operations, supporting your team, and making every guest's visit exceptional.

Reporting to the Store Leader, you'll combine leadership, customer service, and operational excellence to keep the location running at its best.

What You'll Do

Deliver an Exceptional Guest Experience

• Welcome and support customers throughout their visit, ensuring every experience is memorable.
• Answer phone calls and emails while resolving booking questions and customer requests.
• Troubleshoot scheduling issues and find solutions that exceed customer expectations.
• Handle check-ins, payment processing, cash-outs, invoices, and required system overrides.
• Resolve customer concerns professionally and escalation when appropriate.
• Keep guests and team members informed about room availability and operational updates.
• Ensure all company programs and policies are applied consistently.

Lead & Inspire the Team

• Lead the team during your shift, keeping operations organized and running efficiently.
• Train, coach, and support new team members to set them up for success.
• Delegate tasks effectively while working alongside the team.
• Foster a positive, collaborative, and high-energy work environment.
• Act as the first point of escalation for employee and customer concerns.
• Lead by example, promoting company values and delivering outstanding customer service.
• Help maintain game rooms through testing, cleaning, painting, repairs, and preventative maintenance.
• Coordinate maintenance activities and communicate repair needs to the Store Leader.
• Receive, track, and maintain maintenance and merchandise inventory.
• Monitor inventory levels and ensure supplies are available when needed.
• Maintain accurate maintenance records and coordinate visits from third-party service providers.

What We're Looking For

• 1–2 years of leadership, retail, hospitality, entertainment, or customer service experience.
• High School Diploma (or equivalent).
• Availability to work evenings, weekends, holidays, and other peak business periods.
• Comfortable using Microsoft Office and point-of-sale/operational systems.
• Excellent communication and customer service skills.
• Thrives in a fast-paced, dynamic environment.
• Natural leader with the ability to coach, motivate, and hold teams accountable while creating a positive workplace culture.

Why You'll Love This Role

This is more than a leadership position—it's an opportunity to create memorable experiences, develop a high-performing team, and play a key role in delivering an exciting, fast-paced entertainment experience every single day.