Team Lead

Enter The Game

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

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 Coquitlam store located at 1090 Lougheed Hwy #108, Coquitlam, BC.

Responsibilities / Accountabilities

Customer and Store Operations

• Answer phones and emails and capitalize opportunities to accommodate customer needs; troubleshoot challenges around bookings to secure them
• Perform overrides at check‑in, completing daily cash‑out sheets accurately, creating and receiving invoices, and taking payments
• Resolve customer complaints and elevate to the Store Leader as required
• Effectively communicate to the team and customers on the status of the facility, including each room, to ensure the best experience
• Aware of all Activate Programs, ensuring they are applied in compliance with company standards

Team Leadership

• Train new employees, set a knowledge‑based standard, and focus on customer success
• Coach and foster relationships with incoming potential customers, existing employees, and management
• Oversee staff and delegate tasks; support 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, keeping updated and accurate notes of related activities

Qualifications

• 1–2 years of previous experience in a similar role is preferred
• Must be able to work day, evening, and weekend shifts
• Proficiency in MS Office and related software
• Strong customer‑relations skills
• Proficiency 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 a.m. and ending at 1 a.m. 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 gameplay 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.

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

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