Key Holder (Boston)

Catbird NYC; Boston (MA); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Dental and vision insurance

Flexible Spending Account (FSA)

Vacation and sick days

Life insurance

Job summary

Catbird NYC in Boston seeks experienced Key Holders to lead the retail floor, coach Stylists in real time, and provide hands-on services including Forever Jewelry welding and device-based ear piercing. You will support daily store operations and help create a memorable customer experience.

Ideal candidates are retail leaders who excel at coaching teams, driving sales, and maintaining brand standards in a fast-paced, customer-centric environment.

Qualifications

• Experienced retail leader with proven ability to guide and motivate a sales team.
• Sales-minded and service-driven with a focus on exceptional customer experience.
• Comfortable performing hands-on services after training (e.g., Forever Jewelry welding, ear piercing).

Responsibilities

• Lead the sales floor with confidence and warmth, ensuring a welcoming, high-touch buying experience.
• Drive sales by actively engaging customers and confidently selling demi-fine jewelry, Forever Jewelry, and piercing services.
• Perform Forever Jewelry welding and device-based ear piercings to high standards, prioritizing safety and customer comfort.
• Coach Stylists through real-time feedback, modeling selling behaviors and brand storytelling.
• Monitor service flow, wait times, and floor coverage; adjust to balance selling and services during busy periods.
• Resolve customer questions, returns, or escalations with care and professionalism.
• Open and close the store and support daily operations including inventory and merchandising.

Skills

Retail leadership

Customer service

Communication

Job description

Catbird is looking for experienced Key Holders to join our retail team in Boston. Key Holders are floor leaders who set the tone for exceptional service and strong sales. You’ll lead the selling floor, coach Stylists in real time, and deliver hands-on services—including Forever Jewelry welding and device-based ear piercing—while supporting daily store operations. This role is ideal for someone who loves customer connection, leading a team, and being hands-on with beautiful product.

About Catbird

In over 21 years in business, Catbird has become an icon, the ultimate destination for gifts and jewelry. Founded in Brooklyn, NY, Catbird is a mecca for an international cast of shoppers who come to visit the brick and mortar stores of their beloved website. Both our stores and website are filled with a carefully curated selection of designers, including our in-house line of jewelry. Our Catbird line is made in our Brooklyn studio and with a few trusted partners, using ethically sourced materials and conflict-free stones. Highly trained Catbird jewelers oversee every step of the process.

Key Responsibilities

• Lead the sales floor with confidence and warmth, ensuring every customer receives a welcoming, high-touch buying experience
• Drive sales by actively engaging customers and confidently selling demi-fine jewelry, Forever Jewelry, and piercing services
• Perform Forever Jewelry welding and device-based ear piercings to the highest standards, prioritizing precision, safety, and customer comfort
• Coach and support Stylists through real-time feedback, modeling strong selling behaviors, service excellence, and brand storytelling
• Monitor service flow, wait times, and floor coverage; make adjustments as needed to balance selling and services during busy periods
• Step in to resolve customer questions, returns, or escalations with care, professionalism, and sound judgment
• Open and close the store and support daily operations, including inventory, merchandising, and visual standards

Our Ideal Candidate

• An experienced retail leader with a proven ability to guide and motivate a sales team
• Sales-minded and service-driven, with a strong belief that exceptional customer experience drives results
• Comfortable performing hands-on services, including Forever Jewelry welding and device-based piercing, after training
• Calm, confident, and organized, with the ability to prioritize and adapt in a fast-paced environment
• A thoughtful communicator who leads with kindness, clarity, and common sense
• Jewelry or piercing experience is a plus, but curiosity and a commitment to learning are essential
• Flexible and reliable with scheduling, including weekends and holidays
• Retail positions involve physical requirements that include standing for extended periods, light lifting, reaching, and repetitive wrist and hand movements during tasks like welding permanent jewelry, etc. We’re happy to discuss reasonable accommodations to support individual needs

Perks & Benefits

• Health insurance with 75% of the medical premium covered by Catbird. 25% of the premium covered for children
• Dental and vision insurance options
• Flexible Spending Account (FSA) for pre-tax contributions to medical and childcare expenses
• Two weeks of accrued vacation and 7 sick days
• Life insurance (1x annual salary) fully covered by Catbird
• Voluntary life insurance and short/long-term disability at reduced group rates
• 7 days of backup childcare (in-home or at a Vivvi childcare center)
• Catbird employee discount: 50-70% off the Catbird line and 30% off designer pieces
• 401(k) with profit sharing and safe harbor contributions (eligibility after 90 days)
• Parental leave: 20 weeks total, with 12 weeks fully paid
• Pre-tax transit benefits to help save on commuting costs
• Professional development stipend: $200/year, plus access to workshops and talks throughout the year
• The Catbird Foundation: At least 1% of all sales donated year-round to nonprofits aligned with our values—over $2MM donated to date
• Cold brew in the summer
• Team bonding events and happy hours
• A warm, casual work environment where people can truly be themselves

Plus commission: