Shift Supervisor

Touchstone Climbing owns and operates 17 climbing gyms across California. But we're more than gyms - We're a community. In addition to competitive pay, outstanding benefits, free gym membership, and other perks, joining our team connects you with all we have going on in our dynamic community. Shift Supervisor Berkeley Ironworks About the Role At Touchstone, our front desk team is more than a point of entry, it is the backbone of daily operations and community experience. Shift Supervisors play a key leadership role within that team, supporting smooth operations during our busiest hours and serving as the primary point of contact when senior management is not on site. The Shift Supervisor is a working lead who performs all standard front desk duties while handling elevated customer service needs, supporting staff performance, and overseeing front of house operations. This role requires strong judgment, clear communication, and the ability to lead confidently in a fast-paced environment. Applicants should love to problem solve, assist others and lead by example and in a collaborative environment. This is an hourly leadership position with regular evening and weekend shifts. Job Summary The Shift Supervisor is responsible for managing day-to-day front desk operations while ensuring a consistently positive experience for members and guests. This includes resolving complex or non-routine customer issues, supporting and directing staff, overseeing cleanliness and safety, and assisting with training, events, and incident reporting. Shift Supervisors act as a key operational link between front desk staff and management. Responsibilities This list reflects the primary responsibilities of the role and is not exhaustive. Additional duties may be assigned as operational needs evolve. Customer Service & Front Desk Operations Set a high standard for all front desk duties and lead staff by example Ensure timely, professional responses to emails and internal ticketing systems Process complex memberships and handle unique customer inquiries, escalating issues to management or Member Services as needed Ensure all operational tasks and supporting duties are completed thoroughly and on time Verify that all scheduled staff arrive on time, wear appropriate attire, and take required breaks Support retail operations, including receiving inventory, reporting discrepancies, re-merchandising, and making product recommendations Keep staff focused, efficient, and working collaboratively as a team Delegate tasks based on check-in volume and operational needs Lead shift debriefs and help the team plan for busy periods Conduct facility walkthroughs to ensure cleanliness, organization, and safety Be available to help cover or coordinate coverage for call-outs Climbing Education & Events Teach climbing classes such as Intro to Climbing and Intro to Bouldering Train new staff on front desk procedures, climbing safety, and class instruction Process incident and accident reports accurately and thoroughly Staff climbing events, group ICCs, community programs, and outreach events Manage bookings for youth programs, private lessons, clinics, classes, and affinity meetups Coordinate event setup and cleanup and assist with member communications Serve as day-to-day operational support for club and camp coaches Collaboration with Management Attend regular check-ins with management to discuss staff performance, operational challenges, incidents, and facility needs Review and escalate incident reports when appropriate Assist with social media content creation by location Participate in interview panels and the hiring process for desk and coaching roles Conduct new hire training and ongoing staff assessments Provide feedback and corrective guidance to desk, coaching, and fitness staff when needed Coordinate time off with other Shift Supervisors to maintain seven-day coverage Skills & QualificationsMinimum of two years working at the front desk at Berkeley Ironworks or another Touchstone gym Strong customer service, leadership, and communication skills Ability to teach and engage groups of varying ages and abilities High attention to detail and strong self-direction Comfortable with computers, POS systems, and scheduling tools Expert understanding of all software used by staff: Rippling, Redpoint, Slack, WhenIWork and Google Suite Solid understanding of climbing safety, techniques, and belay systems (or willingness to be trained) CPR and First Aid certification, or willingness to obtain Ability to lift 30-50 lbs and remain on your feet for extended shifts Consistent availability during peak hours, including evenings and weekends Availability to work when the GM and Assistant Manager are not on site Compensation Starting Pay is $26/hour. Individual compensation decisions are based on a variety of factors, including but not limited to; facility location and type, membership volume, experience, and job/position tenure. Schedules are set in advance by management. Shift Supervisors may be asked to assist with event coverage or call-outs as needed and must take all required breaks in accordance with state and company policy. If this sounds like something you'd love to do, we want to hear from you! Click Apply now to submit your application!

Created: 2026-03-07