Team Lead – Customer Experience

About the role

As a Team Lead at Activate Games, you will be the primary point of contact on shift, ensuring smooth daily operations and delivering unforgettable experiences for guests. You will combine leadership, customer service, and operational excellence to keep the venue running at its best.

Key responsibilities

• Welcome and support customers throughout their visit, handling check‑ins, payments, cash‑outs, invoices and system overrides.
• Answer phone calls and emails, resolve booking questions and troubleshoot scheduling issues.
• Maintain game rooms through testing, cleaning, painting, repairs and preventative maintenance.
• Coordinate maintenance activities and communicate repair needs to the Store Leader.
• Receive, track and maintain inventory of maintenance supplies and merchandise.
• Lead the team during your shift, train and coach new members, delegate tasks and foster a positive, high‑energy work environment.
• Act as the first point of escalation for employee and customer concerns, ensuring policies are applied consistently.

Required profile

• 1–2 years of leadership experience in retail, hospitality, entertainment or customer service.
• High School Diploma or equivalent.
• Availability to work evenings, weekends, holidays and peak periods.
• Excellent communication and customer‑service skills.
• Ability to thrive in a fast‑paced, dynamic environment.

Required skills

• Microsoft Office
• Point‑of‑sale or operational systems

What we offer

• Opportunity to create memorable guest experiences.
• Development of a high‑performing team.
• Engaging, fast‑paced entertainment environment.