Keyholder, 12 South

About the role

Away creates luggage and travel essentials that make journeys seamless. As a Keyholder on the 12 South team, you will help deliver best‑in‑class customer service, lead retail associates, and support store operations while embodying the brand’s travel‑focused values.

Responsibilities

• Embody brand standards and core values by consistently delivering exceptional customer service to every person, every time.
• Create a personalized and memorable experience for each customer, expanding on love of travel to drive community and connection.
• Take accountability for the success of in‑store processes and operations.
• Meet individual KPI expectations and sales goals while supporting overall store success.
• Lead, support, and guide a team of retail associates.
• Assist with onboarding new hires, ensuring their training meets customer experience standards.
• Coach and give feedback to team members to support their development and improve customer support and store operations.
• Partner with store management to assist with marketing events and programming at the store.

Requirements

• Growing retail, customer service, or hospitality leader who inspires others, drives results, fosters learning, and supports team development.
• Excellent communicator comfortable using coaching and feedback to develop team members.
• Excellent collaborator with a passion for people, uniting the team to work together.
• Reliable, effective, and adds value to the business.
• Solution‑oriented and resourceful with a commitment to follow through.
• Ability to pull, push, lift, and carry up to 25 pounds throughout a work shift.
• Ability to stand/be on feet for extended periods throughout a work shift.
• Ability to bend, squat, twist, and reach as needed throughout a work shift.

Benefits

• Health insurance offerings to take care of yourself and your family.
• 401(k) plan with company match.
• Paid time off programs (vacation, wellbeing, holidays, floating holidays, compassion leave, etc.).
• Discount codes, product stipends, and giveaways to build your travel uniform.
• Company‑sponsored volunteer and charitable opportunities.
• Eligibility to participate in Away’s Retail Incentive Bonus Plan (terms determined at company discretion).

Pay

$20.00 Hourly

Schedule

Full‑time employees are expected to maintain open availability, including one weekend day (Saturday or Sunday), to support business needs and work an average of at least 30 hours per week. Keyholders are required to work at least two (2) Fridays and Sundays per month, three (3) Saturdays per month, and two (2) closing shifts each week. All employees are expected to adhere to Away’s Blackout Period expectations.