Keyholder/ Team Lead

Job Title: Team Lead / Key Holder
Department: Retail Operations
Reports To: Assistant Manager / General Manager
Job Type: Full-Time
FLSA Status: Non-Exempt

Position Summary

The Team Lead / Key Holder is a frontline leader who supports the management team in daily dispensary operations, staff oversight, and ensuring compliance with state cannabis regulations. As a trusted team member with key-holding responsibilities, this role is responsible for opening and closing the dispensary, supervising Budtenders, resolving escalated customer issues, and ensuring a smooth and compliant shift. They are often considered the Manager on Duty and the immediate point of contact for any elevated customer or employee questions or concerns, de-escalating the situation as required. All elevated roles are expected to support the training and development of fellow retail team members to help ensure operational excellence and regulatory compliance across the store.

The ideal candidate leads by example, promotes an inclusive and professional atmosphere, is motivated by driving store performance, and has strong knowledge of cannabis products and retail procedures.

Key Responsibilities

Leadership & Supervision

• Act as the shift supervisor, supporting and guiding Budtenders and Inventory Specialists during operating hours.
• Assign daily tasks, monitor shift performance, and ensure high standards of service and compliance.
• Support new hire training, shadowing, and reinforcement of SOPs and customer service protocols.
• Communicate effectively with management regarding team performance, customer feedback, and operational concerns.

Store Operations & Key Holder Duties

• Open and close the dispensary, including securing cash drawers, alarm systems, and locking storage areas.
• Ensure accurate cash handling and reconciliation of registers; assist with end-of-day reporting.
• Maintain cleanliness, merchandising, and restocking of the sales floor and front-of-house areas.
• Support daily compliance checks to ensure proper ID verification, purchase limits, and customer intake procedures.

Customer Experience

• Provide expert-level product guidance and education to customers in a professional, welcoming manner.
• De-escalate customer issues and complaints; escalate matters to management when appropriate.
• Lead by example in delivering superior customer service, building rapport, and ensuring an inclusive shopping experience.

Compliance & Safety

• Ensure all staff follow proper ID verification, cannabis sales limits, and packaging requirements in accordance with state laws.
• Enforce dispensary rules around restricted access areas, product handling, and safety protocols.
• Assist in compliance recordkeeping including intake logs, POS tracking, and shift checklists.

Support & Collaboration

• Work closely with managers and inventory staff to communicate out-of-stock items, reorder needs, and vendor deliveries.
• Participate in promotional events, vendor days, and education initiatives as needed.
• Assist with onboarding support and cross-training team members on various store functions.

Qualifications and Skills

• Must be 21 years of age or older and legally eligible to work in the cannabis industry.
• High school diploma or equivalent required; retail or cannabis certifications a plus.
• Minimum 1–2 years of experience in retail or hospitality, with at least 6 months in a lead or supervisory role.
• Cannabis industry experience strongly preferred.
• Strong interpersonal skills, professionalism, and ability to manage conflict.
• Reliable, punctual, and able to work flexible hours including weekends and holidays.
• Must pass state-required background checks and obtain/maintain valid cannabis worker credentials.

Physical Requirements

• Ability to stand for extended periods, bend, reach, and lift up to 30 lbs.
• Comfortable working in an environment where cannabis products are handled, sold, and discussed.