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.

Responsibilities and 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 elevate 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

1‑2 years of previous experience in a similar role 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

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

Activate is an equal chance 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 [email protected], 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.

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📌 Team Lead (Nova Scotia)
🏢 Activate
📍 Nova Scotia