#EnterTheGame - Activate, coming soon to Melbourne
Team Lead - Activate Melbourne
Activate is redefining how the world plays. 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.
We’re launching Activate in Australia and looking for Team Leads
(multiple roles) who will bring our Melbourne venue to life.
▶️ 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
This isn’t a typical Team Lead role, because Activate isn’t a typical venue.
As Team Lead, you’ll be the person who keeps the action moving on shift. Reporting to the Store Leader, you’ll support the daily operation of the venue, guide the team, deliver exceptional customer experiences and step in when challenges arise.
You’ll lead by example with a positive, problem-solving mindset. Whether you’re supporting guests, coaching Game Facilitators, troubleshooting a technical issue or keeping the team organised during a busy session, you’ll play a key role in creating an unforgettable experience.
Responsibilities / Accountabilities
Store Operations
- Team up with the Store Leader to keep the venue
running smoothly by guiding Game Facilitators, delegating tasks, and making sure the team
is ready for their next challenge
- Bring the energy! Lead by example by bringing energy, confidence and a solution-minded attitude
to customer service and team communication
- Be the go-to problem solver by answering calls and emails,
troubleshooting bookings and customer requests, and resolving complaints (escalating to the Store Leader as needed)
- Handle the financial and administrative tasks with precision, including check-in overrides, reconciliations, invoices, and payments
- Welcome each player and help create memorable experiences from check in to game completion.
- Ensure players understand how to play, have fun, and get the most out of their Activate experience.
- Keep team members and players in the loop on facility and game room status and champion
Activate’s programs and standards along the way.
- Know about Activate programs, promotions and initiatives and share relevant updates with the team and customers.
- Support corporate groups, events and special experiences.
Team Leadership
- Show new team members the ropes through onboarding, training and coaching, and set them up to hit the ground running.
- Be the first point of contact when operational challenges pop up during the shift.
- Keep on top of inventory processes, including equipment, merchandise and operational supplies.
- Manage customer escalations during shifts, using sound judgement to resolve issues independently where appropriate, while promptly escalating complex matters to the Store Leader and ensuring outcomes are communicated and followed through.
Maintenance, Technology and Inventory
- Troubleshoot game rooms, equipment and technical issues as they arise, keeping the action moving.
- Ensure rooms are operational, clean and ready for the next group of players.
- Complete basic maintenance tasks and support venue upkeep when required.
- Work with the Store Leader to identify maintenance requirements and escalate issues appropriately.
- Help ensure company standards are followed across the venue.
- Provide feedback and insights to the Store Leader to continuously improve operations.
Qualifications / Relevant Experience
- Demonstrated experience in a customer facing environment such as entertainment, hospitality, retail, fitness or venues.
- Experience leading teams and managing day to day operational requirements.
- Strong communication and relationship building skills, with the confidence to engage with individuals and groups, provide clear directions, and deliver engaging briefings to customers and team members as required.
- Ability to manage competing priorities in a fast-paced environment.