Senior Customer Support Representative (APAC)

About this role

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.