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Minut is a smart home sensor and service company helping property managers protect homes and guests. We're seeking a Senior Customer Support Representative based in the APAC time zone to own customer support operations during APAC hours, improve the support experience, and mentor the wider team.
You'll handle a mix of email and phone support, addressing technical troubleshooting and pre-purchase questions from property managers. Beyond answering tickets, you'll identify patterns in customer feedback and translate them into actionable insights for sales, marketing, and engineering teams. You'll audit support systems end-to-end—tooling, workflows, response times—and diagnose what isn't working, then drive improvements.
A key part of this role is building and maintaining AI agents and bots to handle first-line questions and repetitive tasks, freeing the team for complex cases. You'll continuously tune these systems as the product evolves. You'll also contribute to and maintain the help center and internal knowledge base, ensuring self-serve resources are comprehensive and clear.
You'll sync regularly with cross-functional teams to stay current on product developments and represent the customer's voice internally. As a senior point of reference for the support team, you'll diagnose systemic issues and define how the function should operate.
Required: several years of customer support experience, ideally with some in a senior or process-ownership capacity. You must be based in the APAC time zone with excellent written and verbal English communication. You're a genuine problem-solver, curious about technology, and comfortable with AI tools—you've built or worked with AI agents and actively seek ways to use AI to scale support. You're organized, take initiative to fix what's broken rather than just flag it, and have experience with documentation, help centers, or support process redesign.
