Mural Health · 9 hours ago
Customer Experience Specialist
United States
Full-time
Remote
Entry Level
2+ years expMural Health is a fast-growing clinical technology start-up aiming to make clinical trials easier for participants. They are seeking a Customer Experience Specialist to be the primary point of contact for trial participants and site coordinators, ensuring they receive timely and empathetic support throughout their clinical trial journey.
Clinical TrialsData StorageInformation TechnologySoftwareTransportation
Responsibilities
Serve as the first point of contact for participants and site coordinators via phone, email, and support channels
Respond to inquiries about payments, reimbursements, account updates, travel support and platform navigation with empathy and efficiency
Resolve tier-1 support issues independently while collaborating with Customer Success and Implementation teams on more complex, study-specific questions
Triage and escalate issues appropriately to ensure timely resolution
Maintain detailed documentation of support interactions and outcomes
Partner with Customer Success leadership to develop and refine support processes, tools, and workflows
Create and maintain comprehensive FAQ resources, knowledge base articles, and support playbooks
Evaluate and implement support technologies (ticketing systems, knowledge management tools) to improve efficiency and participant experience
Establish metrics and reporting to track support performance and identify areas for improvement
Identify patterns and recurring issues, working cross-functionally to address root causes
Provide participant and site feedback to Product and Operations teams to inform roadmap priorities
Contribute to team meetings and standups with insights on support trends and opportunities
Help shape the future of our support function as Mural Health grows
Qualification
Required
Minimum 2 years of experience in customer support, customer service, or customer experience roles
Experience with support ticketing systems (Zendesk, Freshdesk, or similar platforms)
Proven ability to handle phone, email, and multi-channel support with professionalism and empathy
Excellent written and verbal communication skills
Strong problem-solving abilities and comfort with technical troubleshooting
Self-directed work style with ability to prioritize and manage time effectively in a remote environment
Preferred
Interest or background in healthcare, life sciences, or clinical research
Experience supporting both end-users and professional users (e.g., patients and providers)
Experience creating support documentation, FAQs, or training materials
Experience with or interest in data analysis and reporting to track support trends and metrics
Company
Mural Health
Mural Health is a firm that develops technology for clinical trials and is committed to making it simple for people to take part in studies.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$20.73MKey Investors
Bessemer Venture Partners
2024-04-19Seed· $12.73M
2023-09-19Seed· $8M
Leadership Team
Jason Dong
Co-Founder & Co-CEO
Samuel Whitaker
Co-Founder & Co-CEO
Recent News
Company data provided by crunchbase