Team Lead, Store Operations

EnterTheGame

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.

▶️ Press play on this video to see Activate in action (we promise it’s worth it). Follow @activategames on TikTok, Instagram, and Facebook to stay locked in.

Position Overview

Enter The Role

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 Calgary North East store located at 2929 Sunridge Way NE Unit 420, Calgary, AB T1Y 7K7.

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 
• Responsible to perform overrides at check-in, completing daily cash out sheets accurately, creating and receiving invoices, and taking payments 
• 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 

Qualifications

• High school diploma, CAEC, GED, or equivalent, and/or 1–2 years of relevant customer service or related work experience is preferred
• Must be able to work day/evening/weekend shifts
• Proficiency in MS Office and related software
• Strength in engaging customer relations
• Proficient in the use of hand and power tools
• Demonstrated collaborator and able to work with teams
• Ability to work various shifts starting as early as 8 am and ending at 1 am is required
• Previous experience overseeing a team of 10+ is an asset 

Perks That Power Our People

• Competitive wage with incremental pay increase 

• Benefits (extended health, dental, vision)

• Employee assistance program (EAP)

• Group retirement plan with employer match (after eligibility period)

• 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 hr@playactivate.com 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.

- High school diploma or equivalent, and/or 1-2 years of relevant customer service or related work experience is preferred. - Ability to work day/evening/weekend shifts, including early mornings (8 am) and late nights (1 am). - Proficiency in MS Office and related software. - Strong engaging customer relations skills. - Proficient in the use of hand and power tools. - Demonstrated ability to collaborate and work with teams. - Previous experience overseeing a team of 10+ is an asset. - Successful completion of a criminal record check.