Shift Lead - Customer Experience & Team Coach

Activate; Jacksonville (FL); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive wage with incremental pay

401(k) and benefits (medical, dental,视

Employee assistance program (EAP)

Paid time off

Ongoing learning and training with a |

Free game play and employee discounts

Casual and comfortable dress code

On-site parking

Job summary

Activate is inviting applications for a Lead on shift at our Jacksonville store, located at 10275 Buckhead Branch Dr., Jacksonville, FL 32246. This full-time role focuses on guiding customers and coaching Game Facilitators to elevate every interaction while keeping operations smooth.

As the first contact for escalations and technical issues, you will drive customer success, supervise a team, and ensure all rooms and maintenance tasks meet our standards. Remote work is not listed.

Qualifications

• 1-2 years of experience in a customer-facing role preferred.
• Experience supervising a team of 10+ is an asset.
• Proficient in the use of hand and power tools.
• Proficiency with Microsoft Office and related software is an asset.

Responsibilities

• Answer phones and emails and capitalise opportunities to accommodate customer needs; troubleshoot challenges around bookings.
• Assist customer at check-in, creating and receiving invoices, taking payments, and perform overrides at check-in.
• Resolve customer complaints and escalate to Store Leader as required.
• Effective communication to the team and customers about the status of the facility and each room.
• Aware of all Activate Programs and ensure compliance with standards.
• Train new employees and lead with knowledge, maintaining a focus on customer success.
• Coach and foster relationships with incoming customers and existing staff.
• Oversee staff and delegate tasks during the scheduled shift.

Skills

Customer engagement

Team leadership

Problem solving

Tools

Hand tools

Power tools

Microsoft Office

Job description

Activate is inviting applications for a Lead on shift at our Jacksonville store, located at 10275 Buckhead Branch Dr., Jacksonville, FL 32246. This full-time role focuses on guiding customers and coaching Game Facilitators to elevate every interaction while keeping operations smooth.

As the first contact for escalations and technical issues, you will drive customer success, supervise a team, and ensure all rooms and maintenance tasks meet our standards. Remote work is not listed.