Team Lead (Store Supervisor)

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

#Enter The Game Sterling, VA Activate: What We Do Activate is redefining how the world plays across Canada, US, and beyond into the global market. We’re a technology company that fuses a game, a workout, and a party into one unforgettable experience. We believe play should move people - physically and socially. Behind every room, you’ll need your reflexes, wits, and a team to beat the challenges - it’s easy to start, hard to beat.

Position Overview

As a lead on shift, you generate excitement in every interaction, and report to the Store Leader to keep operations running smooth. 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 - 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 job posting is for an existing vacancy. This is a full-time, permanent position at our Sterling, VA store located at 20964 Southbank Street, Suite 120, Sterling, Virginia 20165.

Responsibilities/Accountabilities

• Customer and Store Operations: Responsible to 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 perform overrides at check-in
• Resolve customer complaints and escalate 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

Team Leadership

• 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

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 Store Leader on provisioning appointments when necessary, keep updated and accurate notes of related activities

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 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

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

Perks That Power Our People

• Competitive wage with incremental pay increase
• 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

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

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.