Shift Leader — Customer Experience & Team Coaching

Activate Games; Sterling (VA); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Competitive wage

401(k) benefits

Medical insurance

Dental insurance

Vision insurance

Life insurance

EAP

Paid time off

On-site parking

Employee discounts

Job summary

Activate is seeking a front-line lead for our Sterling, VA location to ensure smooth store operations and exceptional customer experiences. You will guide and coach Game Facilitators, handle escalations, and keep every room operational in a fast-paced setting.

As the first point of contact for issues, you will lead by example with a proactive, problem-solving mindset, supporting the Store Leader and coordinating with the team to deliver seamless gameplay experiences.

Qualifications

• 1–2 years in a similar role with strong focus in engaging customer relations
• Demonstrated collaborator and 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

• Answer phones and emails to accommodate customer needs and troubleshoot bookings
• Assist customer at check-in, creating and receiving invoices, taking payments, and perform overrides at check-in
• Resolve customer complaints and escalate to the Store Leader as required
• Effective communication to the team and customers about the status of the facility and rooms
• Ensure Activate Programs are applied in compliance with company standards

Skills

Customer relations

Team leadership

Hand tools

Microsoft Office

Tools

Hand tools

Power tools

Microsoft Office

Job description

Activate is seeking a front-line lead for our Sterling, VA location to ensure smooth store operations and exceptional customer experiences. You will guide and coach Game Facilitators, handle escalations, and keep every room operational in a fast-paced setting.

As the first point of contact for issues, you will lead by example with a proactive, problem-solving mindset, supporting the Store Leader and coordinating with the team to deliver seamless gameplay experiences.