Shift Lead - Customer Experience & Team Coach

Activate; BLOOMINGTON (MN); On-site; USD 25,000 - 34,000; Full time

Benefits offered by this job

Competitive wage with incremental pay

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

Job summary

Activate in Bloomington, MN is seeking a committed Lead on Shift to drive exceptional in-store experiences. You will guide customers, coach Game Facilitators, and ensure every room operates smoothly, reporting to the Store Leader.

As the first point of contact for escalations and technical issues, you will keep the team motivated, manage bookings and maintenance needs, and uphold Activate programs and safety standards across the store environment.

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

Responsibilities

• Respond to phones and emails and capitalize opportunities to accommodate customer needs; troubleshoot challenges around bookings to secure them
• Assist customer at check‑in, creating and receiving invoices, taking payments, and perform overrides at check‑in
• Resolve customer complaints and elevate to the Store Leader as required
• Effective communication to their team and customers of the status of the facility including each room to ensure the best customer experience
• Aware of all Activate Programs, ensure they are applied in compliance with company standards
• 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, lead and emulate Activate values
• 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
• 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
• While performing the duties of this job, you may be required to sit, stand, walk, reach with your hands and arms, stoop, kneel, crouch, crawl, and communicate with others for long periods of time
• Must be capable of lifting weight up to 50 lbs. consistently and standing for extended periods, typically 8 hours
• Regular use of maintenance equipment such as hand and power tools, with occasional use of ladder
• Must be 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
• Must be willing to work various shifts starting as early as 8 am and ending as late as 1 am

Skills

Customer service

Team leadership

Safety awareness

Tools use

Tools

Hand tools

Power tools

MS Office

Job description

Activate in Bloomington, MN is seeking a committed Lead on Shift to drive exceptional in-store experiences. You will guide customers, coach Game Facilitators, and ensure every room operates smoothly, reporting to the Store Leader.

As the first point of contact for escalations and technical issues, you will keep the team motivated, manage bookings and maintenance needs, and uphold Activate programs and safety standards across the store environment.