Customer Support Representative

About Candle

Candle ( ---------- ) is on a mission to end loneliness, starting by building the daily ritual for couples.

We’re a fast-growing consumer app designed to help couples feel closer through daily questions, interactive games, shared streaks, and meaningful ---------- nts. Whether you’re long-distance or living together, Candle helps you connect in just a few minutes a day.

In under 10 months, we’ve grown to 900,000+ users, surpassed $2M+ in annualized revenue, and maintained <8% monthly churn, all with a small, scrappy team. We’re about to cross 1 million users very soon.

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About the Role

We’re hiring a Customer Support Representative (part-time, remote) to own and manage our customer inbox.

At this stage, the volume of user emails, subscription questions, streak issues, bug reports, and heartfelt messages has grown beyond what our small founding team can handle. We care deeply about every user and **we need someone who does too**.

You will be the frontline of Candle.

You will respond to users, resolve issues quickly and clearly, and make sure every interaction feels thoughtful and human. You will also help us identify patterns, bugs, and recurring confusion so we can improve the product.

This role is high ownership. You will help shape how we scale support at a company growing extremely fast.

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Key Responsibilities

- Fully manage and organize our support inbox (subscription issues, streak restores, login problems, feature questions, etc.)
- Respond to customers quickly, clearly, and empathetically
- Handle sensitive conversations with care (relationship apps require emotional intelligence)
- Escalate bugs and edge cases to the product/engineering team
- Identify recurring patterns and propose improvements to reduce inbound volume
- Help build internal support docs and refine macros/templates
- Protect the Candle brand in every interaction

Requirements

- Flawless English proficiency (both written and spoken).
- Exceptional written communication skills with attention to detail.
- A fast learner who’s comfortable adapting to new tools and systems.
- Availability during US time zones to align with our customers.
- Prior experience in customer support, ideally using tools like Slack.

Benefits

- 15 days paid time off annually, plus extra paid day off on your birthday
- Be part of one of the fastest growing consumer subscription apps
- Work directly with the founders and a small, hungry team solving a real-world problem
- Opportunity to grow into a Customer Success Lead role as we scale
- A product with **real retention, real revenue, and real impact**
- Opportunities to travel for team offsites!

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Interview Process

We’ve outlined our process below - we intend to move quickly, and ideally the interview process will take no longer than 2 weeks from application submission

- Submit Application
- Short Video interview answering 3 brief questions
- Online Case Study
- Final interview w/ live challenge

How to Apply

To apply for this role, PLEASE FILL OUT THE FOLLOWING GOOGLE FORM and we will get back to you: ----------

We look forward to hearing from you.