Customer Experience Lead (Future Head of Support)
About the role and the company hiring.
About Us
Still Archive makes the Momento, a modular, refillable leather journal system with a fiercely loyal customer base. We’re a growing DTC brand on Shopify Plus with new product lines and a subscription club launching this year. Our customers are predominantly women 45-65+. They’re thoughtful, they notice everything, and they deserve support that matches the care they put into their journals.
The Role
You’ll own our customer experience function. Today that’s hands-on inbox work: orders, shipping, returns, product guidance. As we scale, it’s building the systems and eventually the team underneath you. This role becomes Head of Support. We’re hiring one person to grow into that seat and stay for years.
What You’ll Do
Own the inbox: fast, warm, genuinely helpful replies that don’t sound like macros
Resolve order and shipping issues directly in Shopify (edits, refunds, replacements, carrier claims)
Build our help center, macros, and SOPs from scratch
Report recurring issues and customer feedback to the founder with recommendations attached
Handle chargebacks and disputes; turn frustrated customers into repeat buyers, and add supporting evidence to chargeback responses
Support our subscription club launch, where member experience lives in your hands
Eventually hire and lead a small support team
What We’re Looking For
3+ years in e-commerce support, 1+ in a senior or lead role
Strong Shopify admin skills and experience with CRM tools
Exceptional written English. Your emails are the product here
High initiative: you’ve built processes, not just followed them
Hours overlapping substantially with US time zones
Reliable internet, quiet workspace, own computer
What We Offer
1,000 USD/month retainer (~R18,000)
Full-time conversion once volume scales
Direct line to the founder, no layers, decisions made fast
Real growth path to Head of Support with hiring and budget ownership
This is a direct company role. Apply with a short statement and resume. HireSava does not charge applicants or sit in the middle of your application.
How to apply
Hit Apply now. You will be asked for a short application statement, your resume, and answers to any screening questions the employer added for this role.