Guest Loyalty Team Lead

Join Our Team as Unleash Your Leadership Potential!

At Unleashed Brands, we're all about creating fun, engaging, and inspiring experiences for families. We’re on a mission to help kids learn, play, and grow. With over 1,300 locations in development and plans to expand even more, we’re looking for energetic and motivated Team Leads to help make unforgettable experiences happen!

• Competitive pay and comprehensive benefits package to support you and your family.
• Memberships to our facilities for you and your family.

As a Team Lead in our Guest Loyalty Department, you will play a crucial role in enhancing the performance of our team supporting the Urban Air Call Center. Your main responsibility will be to guide and develop agents to achieve and exceed key sales, performance, and service targets. You will work closely with the Guest Loyalty Manager to deliver exemplary service and contribute to our mission of creating lasting memories through superior guest experiences.

• You thrive in a dynamic, family-oriented setting where the emphasis is on having fun.
• As an excellent communicator, you enjoy collaborating with management to fulfill both the needs of the agents and the business.
• You inspire teams by achieving and surpassing goals together.
• You are committed to making a meaningful impact in a team-focused environment and dedicated to helping every agent exceed expectations.

• Guest Interaction and Event Coordination:
  Maintain an active phone presence to assist guests and coordinate events in alignment with the Guest Loyalty Special Events Representative role.
• Team Development:
  Provide daily coaching and constructive feedback on culture, performance, phone etiquette, de‑escalation, and sales targets. Conduct regular performance evaluations for our agents.
• Leadership and Support:
  Maintain a visible floor presence to support agents with queries, and assist with escalated calls to address guest concerns effectively. Motivate and guide agents through feedback and counseling sessions.
• Performance Monitoring:
  Consistently monitor and assess agent performance. Conduct weekly development sessions for up to 12+ agents to discuss their metrics and enhance their performance.
• Recruitment and Training:
  Participate in interviewing potential agents and deliver ongoing training to current staff to ensure continuous professional development and superior guest service.
• Communication and Feedback:
  Foster open communication channels with all team members. Listen in on calls to provide supportive feedback and recognition where due.
• Technology and Process Improvement:
  Collaborate with the Guest Loyalty Manager to troubleshoot tech challenges. Actively seek out and implement process improvements to optimize the guest service experience.
• Company Ambassador:
  Lead by example in all interactions, embodying our commitment to safety and innovation. Support the brand's growth and evolution in enhancing guest experiences.

• Outgoing personality with excellent verbal and written communication skills.
• Ability to problem solve and think outside the box.
• Ability to multitask, manage time effectively, and thrive in a high energy, fast paced environment.
• Drive learning and development in agent’s skills.
• Willingness to work weekends.
• Bilingual (Spanish) is a plus.

At Unleashed Brands, we believe everyone matters, and that includes you. We’re passionate about helping kids and families make lifelong memories, and we want you to help us make that happen. Come be part of a team where every day offers an opportunity to make a difference.

Unleashed Brands is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration without regard to race, color, religion, gender, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status.

We are committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process, in accordance with the Americans with Disabilities Act (ADA). Please notify us if you require assistance.

Join us and make a meaningful difference in the lives of children and families through unforgettable experiences!