Store Lead: In-Store Gaming & Customer Experience

Activate Games; San Francisco (CA); On-site; USD 52,000 - 65,000; Full time

Benefits offered by this job

Competitive wage with incremental pay

401(k) and benefits (medical, dental,

Employee assistance program (EAP)

Paid time off

Ongoing learning and training with a

Free game play and employee discounts

Fun and dynamic work environment

Casual and comfortable dress code

On-site parking

Job summary

Activate Games in San Francisco's Stonestown Galleria is seeking a dedicated lead on shift to drive exceptional in-store experiences. You will guide customers, coach Game Facilitators, and keep operations running smoothly while addressing escalations and technical issues to maintain uptime.

As a frontline leader, you’ll motivate the team, manage bookings, invoices, and payments, and ensure adherence to company standards across all rooms.

Qualifications

• 1–2 years of previous experience in a similar role with strong focus in engaging customer relations
• 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

• Answer 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 performing 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

Skills

Customer engagement

Team leadership

Tools

Microsoft Office

Job description

Activate Games in San Francisco's Stonestown Galleria is seeking a dedicated lead on shift to drive exceptional in-store experiences. You will guide customers, coach Game Facilitators, and keep operations running smoothly while addressing escalations and technical issues to maintain uptime.

As a frontline leader, you’ll motivate the team, manage bookings, invoices, and payments, and ensure adherence to company standards across all rooms.