Keyholder, 12 South

Away; Nashville (TN); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off (PTO)

Product discounts

Volunteer opportunities

Job summary

Away is hiring a Keyholder for the 12 South team in Nashville. You will deliver exceptional customer service, foster a personalized shopping experience, and help drive store operations and performance. You will lead a team, onboard new hires, and coach staff to meet sales and service standards.

Full-time role requires open weekend availability and shifts, with emphasis on customer engagement, teamwork, and program execution at the store level. Eligible for incentive plans and benefits.

Qualifications

• Experience leading in retail, customer service, or hospitality.
• Strong communication and coaching skills.
• Ability to train and guide a team.
• Reliable and collaborative.
• Physical ability to lift up to 25 pounds and stand for long periods.

Responsibilities

• Deliver best-in-class, exceptional customer service to every person, every time.
• Create a personalized and memorable experience for each customer.
• Own the in-store processes and operations for the store.
• Meet KPIs and sales goals while supporting overall store success.
• Lead, support, and guide a team of retail associates.
• Assist with onboarding new hires to meet customer experience standards.
• Coach team members to support development and store operations.
• Partner with store management to support marketing events and programming.

Skills

Retail leadership

Customer service

Communication

Team coaching

Reliability

Physical stamina

Job description

About Away

We believe travel makes us better. Launched in 2016 with one perfectly designed carry‑on, we now offer a range of luggage and travel essentials for every journey. Together we create, innovate, and embark on this journey as a community of travelers, helping to make travel more seamless for everyone.

Join The Crew

We are hiring a Keyholder to join our 12 South team.

Our Retail team creates a transformative experience for each and every customer that visits any of our seventeen stores. We build connections with our customers through product education, world‑class‑service standards, and operational excellence. We pride ourselves in owning the offline touch point for our brand, and use it as an opportunity to foster a stronger Away community.

This is an exciting opportunity to join a widely celebrated brand that is looking to continue to innovate and iterate. We’re looking for candidates that are excited to provide best‑in‑class support to all of our customers from their arrival, and until their departure.

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. Should you need a scheduling accommodation, please let your interviewer know.

What you’ll do as a Keyholder

• You’ll embody our brand standards and core values by consistently delivering best‑in‑class, exceptional customer service to every person, every time

• You’ll create a personalized and memorable experience for each and every customer, expanding on love of travel to further drive community and connection

• You’ll take accountability for the success of in‑store processes and operations

• You’ll meet individual KPI expectations and sales goals, while also supporting overall store success

• You’ll lead, support, and guide a team of retail associates

• You’ll assist with onboarding new hires ensuring their training enables them to meet customer experience standards

• You’ll coach and give feedback to team members to support their development, enabling them to better support customers and store operations

• You’ll partner with store management to assist with marketing events and programming at the store

Who you are

• You’re a growing retail, customer service, or hospitality leader who inspires others, drives results, fosters learning, and can support the development of a team

• You’re an excellent communicator who is comfortable using coaching and feedback to develop team members

• You’re an excellent collaborator with a passion for people; uniting the team to work together

• You’re reliable, effective, and add value to the business

• You’re solution oriented; you are resourceful with commitment to following through

• Ability to pull, push, lift, and carry up to 25 pounds throughout the duration of a work shift

• Ability to stand/be on feet for extended periods of time throughout the duration of a work shift

• Ability to bend, squat, twist, and reach as needed throughout the duration of a work shift

Who We Are

• We’re travelers. Travel is about the journey - the transformative experiences and the growth each trip offers. All employees are encouraged to take time to get away through our variety of time away from work offerings.

• We’re driven. The work we do matters and collectively drives impact. No matter the job title, everyone at Away is a meaningful contributor in unlocking our ever growing potential.

• We’re supportive. We value the entirety of your life's journey, not just the milestones. You'll find an environment that celebrates balance, understanding that your personal passions and commitments outside of work, are threads of the same fabric that makes you unique.

What We Offer

Our total rewards are inclusive of both compensation and benefits. What we offer within a salary range is dependent on a number of factors, including scope and qualifications for the role, skillset, and balancing internal equity relative to other Away employees. Salary and benefit offerings are reviewed during phone screenings to ensure alignment.

• Pay Rate: $20.00 Hourly

• This role is eligible to participate in Away’s Retail Incentive Bonus Plan, the terms of which are determined on an basis at the discretion of the company

• Benefits Overview:

  • Take care of yourself and your family through our health insurance offerings

  • Invest in your future by participating in our 401(k) (with a company match!)

  • Find balance through our many paid time off programs (vacation, wellbeing, holidays, floating holidays, and compassion leave - just to name a few!)

  • Build your travel uniform through discount codes, product stipends, and giveaways

  • Give back through company-sponsored volunteer and charitable opportunities

EEOC Statement:

Away is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

Away is committed to providing reasonable accommodations for individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at [e-mail].