Senior Customer Support Representative (APAC)

Minut helps property managers protect their homes and guests with smart home sensors and a service they can trust. Our customer support team is the bridge between our customers and the rest of Minut — and often the very first person a customer ever talks to. We're growing the team and looking for a senior support specialist based in the APAC time zone to help us cover our customers around the clock, cut response times, and raise the bar on how we support them. This isn't just a queue-answering role: you'll take ownership of improving the support experience itself, mentoring the wider team, and invest time to improve our help center and self-serve resources. Most conversations happen over email, though you'll jump on a call when a customer needs it — whether that's troubleshooting a technical issue or a property manager evaluating Minut before they buy. Own APAC-hours customer support, answering questions ranging from technical troubleshooting to pre-purchase questions from property managers Take calls with customers when email isn't enough Identify patterns in customer feedback, common issues, and recurring questions, and turn them into clear input for sales, marketing, and engineering Audit our support systems and processes end-to-end — tooling, workflows, response times — and diagnose what isn't working and why Help shape and improve support processes, tooling, and response times — not just work within them Build and maintain AI agents/bots that handle first-line questions and repetitive tasks, freeing the team for complex cases, and keep tuning them as the product evolves Contribute to and help maintain our help center and internal knowledge base Sync regularly with sales, marketing, and engineering to stay current on our product and represent the customer's voice Act as a senior point of reference for the rest of the support team — the person who diagnoses what's broken and defines how the function should run Several years of experience in a customer support role, ideally with some of it in a senior, lead, or process-ownership capacity Based in the APAC time zone Excellent written and verbal communication in English — clear, warm, and concise, even under pressure A genuine problem-solver who's curious about technology and enjoys understanding a product deeply AI-native mindset — you've built or worked with AI agents/bots and actively look for ways to use AI to scale support Comfortable juggling multiple conversations and priorities while staying organized A track record of taking initiative — spotting what's broken or missing and doing something about it, not just flagging it Experience contributing to documentation, help centers, or support processes is a strong plus Experience auditing or redesigning support systems and workflows is a strong plus Bringing ambition and imagination to your work every day Communicating in concise, thoughtful, and effective ways Helping others and taking initiative, even outside your immediate remit Constantly diagnosing what isn't working and proposing how it should run instead Learning – Be part of an environment that is highly focused on knowledge and on developing new skills. Off-site – Company-wide retreat in beautiful locations.