Team Lead

Activate Games; Scottsdale (AZ); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Competitive wage with incremental pay increase

401(k) and benefits (medical, dental, vision, basic life insurance)

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 Games, based in Scottsdale, Arizona, is looking for a Lead on Shift to enhance customer experience and guide Game Facilitators. The position requires 1–2 years of relevant experience and strong leadership qualities. Responsibilities include resolving customer complaints, training staff, and managing inventory maintenance. Benefits include competitive wages, 401(k), paid time off, and employee discounts. This is a full-time permanent role, requiring flexibility in working hours.

Qualifications

• 1–2 years of previous experience in a similar role, focusing on customer relations.
• Experience overseeing a team of 10+ is considered an asset.
• Proficiency in Microsoft Office and similar software is beneficial.

Responsibilities

• Answer phones and emails, accommodating customer needs.
• Train and oversee staff during shifts.
• Identify maintenance needs related to inventory and componentry.
• Resolve customer complaints and elevate issues as necessary.

Skills

Customer relations

Team leadership

Use of hand and power tools

Microsoft Office proficiency

Job description

Enter The Role

As a lead on shift, you generate excitement in every interaction and report to the Store Leader to keep operations running smoothly. You guide customers and coach Game Facilitators to level up every interaction for an exceptional in‑store experience.

Leading by example with a positive, problem‑solver mindset, you are ready to jump into action by keeping the team synced, motivated, and ready for their next challenge. You serve as the first point of contact for customer escalations, technical issues, troubleshooting, and ensuring every room is operational.

This is a full‑time, permanent position at our Paradise Valley (Scottsdale) store located at 4848 Cactus Rd. Unit 900, Scottsdale, AZ 85254.

Core Responsibilities

• Answer phones and emails and capitalize opportunities to accommodate customer needs; troubleshoot challenges around bookings to secure them.
• Assist customers at check‑in, create and receive invoices, take payments, and perform overrides at check‑in.
• Resolve customer complaints and elevate to the Store Leader as required.
• Effectively communicate 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.

People Leadership

• Train new employees and 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‑mindful processes for customer questions, complaints and issues, lead and emulate Activate values.

Maintenance and Inventory

• 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 the Store Leader on provisioning appointments when necessary, maintaining accurate notes of related activities.

Qualifications

• 1–2 years of previous experience in a similar role with a strong focus on 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.

Working Environment

• 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 a 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.

Perks That Power Our People

• Competitive wage with incremental pay increase.
• 401(k) and benefits (medical, dental, vision, and basic life insurance).
• 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.

Employment Conditions

Successful completion of a criminal record check is a condition of employment for this position.

Equal Opportunity Employment

Activate is an equal opportunity employer. All qualified applicants will receive consideration for employment. Activate is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs and activities. To request reasonable accommodation for a protected characteristic, contact [e-mail] which is an email monitored for this purpose.

We thank all applicants for their interest; however, only those candidates selected for interviews will be contacted.