Title: Shift Supervisor
Reports to: General Manager
Pay Range: $45,000 - $55,000/annually
Location: Cambridge, Framingham, Harvard Square, Fenway, North Station, & Watertown, MA

About Central Rock Gym

Central Rock Gym isn’t just a climbing gym — it’s a community-powered space where confidence is built, limits are challenged, and everyone is welcome. From first-time climbers nervously tying in to seasoned athletes projecting hard routes, CRG is a place where people come to grow — physically, mentally, and socially.

Our gyms are vibrant, high-energy environments that combine world-class climbing with fitness, youth programs, and a strong sense of belonging. What truly sets us apart isn’t just the walls — it’s the people who create the experience every day.

Summary:
As a Shift Supervisor, you will support the day-to-day operations of the gym while serving as the lead on duty during assigned shifts. This role combines front desk responsibilities with increased operational oversight, ensuring a safe, welcoming, and smoothly run facility in the absence of a General Manager or Assistant Manager. Shift Supervisors lead by example, provide exceptional member service, and act as a point of escalation for staff, members, and operational issues.

Responsibilities

Front Desk & Member Experience

• Provide outstanding customer service by greeting members and guests, answering questions, and assisting with memberships, programs, and day passes.
• Operate Rock Gym Pro (RGP) for check-ins, registrations, sales, and waivers. Be familiar with the more advanced functions of RGP including calendar management, processing change requests, invoices and payments, etc.
• Provide facility tours and ensure accurate communication of programs, policies, and services.
• Answer phone calls and emails as needed.

Shift Leadership & Oversight

• Act as the lead on duty during assigned shifts, ensuring smooth gym operations.
• Support and guide Desk Staff during shifts, answering questions and addressing issues as they arise.
• Serve as the primary escalation point for member concerns, staff questions, and minor operational issues when management is not present.
• Ensure staff coverage, punctuality, and adherence to policies during shifts.

Operational & Facility Support

• Monitor the gym for safety, cleanliness, and adherence to CRG standards.
• Ensure daily cleaning tasks and operational checklists are completed.
• Support incident reporting and responses, and emergency procedures as needed.
• Assist with basic facility upkeep and coordination of maintenance needs.
• Assist with additional tasks / projects as assigned by the General Manager.

Training & Communication

• Reinforce proper procedures, policies, and customer service standards with Desk Staff.
• Assist with onboarding and training of new Desk Staff as directed by management.
• Communicate notable issues, incidents, or operational concerns to the General Manager or Assistant Manager.

Requirements

• Flexible schedule with availability to work nights, weekends, early mornings, and some holidays.
• Prior experience as Desk Staff or in a similar customer-facing leadership role preferred.
• Strong customer service, communication, and problem-solving skills.
• Ability to take initiative and make sound decisions during shifts.
• Friendly, approachable, and confident leadership style.
• Ability to multitask and prioritize in a fast-paced environment.
• Comfortable working at heights of 40+ feet and lifting up to 50 lbs (location dependent).
• CPR/First Aid certification is a plus.
• Experience with Google Suite and Rock Gym Pro preferred.