Customer Experience Specialist

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Mural Health

WebsiteLinkedInAlle Stellen

11 - 50 Mitarbeiter

Gegründet 2022

🏥 Gesundheitswesen

💼 Beratung

📦 Logistik

💰 €12.730.000 Seed Round - Mural Health im 2024-04

Healthcare • Consulting • Logistics

Mural Health ist ein Unternehmen, das Mural Link anbietet, eine Teilnehmerverwaltungslösung für klinische Forschung, die darauf ausgelegt ist, die Anmeldung, Bindung und Vergütung von Studienteilnehmern zu erleichtern. Die Plattform bietet gebührenfreie und flexible Zahlungsoptionen (einschließlich einer Prepaid-Karte), Reisebuchungen über Fahrgemeinschaften, Teilnehmerkommunikation, Feedback-Sammlung und Echtzeitanalysen, um die Verwaltungsbelastung der Standorte zu verringern und die Teilnehmerbindung und Compliance zu verbessern. Mural Health richtet sich mit einem B2B-SaaS-Produkt, das auch Funktionen zur Zahlungs- und Finanzverwaltung umfasst, an klinische Prüfstellen, Sponsoren und Forschungspartner.

Beschreibung

• Serve as the first point of contact for participants and site coordinators via phone, email, and support channels during EU business hours • 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 the existing support team and Customer Success leadership to refine processes, tools, and workflows develop and refine support processes, tools, and workflows • Contribute to and maintain comprehensive FAQ resources, knowledge base articles, and support playbooks • Identify patterns and recurring issues, surfacing insights to the broader team to improve the support experience • Establish and track metrics that reflect support performance and volume • 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 stand ups with insights on support trends and opportunities

🎯 Anforderungen

• 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 • Interest or background in healthcare, life sciences, or clinical research (strongly preferred) • Experience supporting both end-users and professional users (e.g., patients and providers) (strongly preferred) • Experience creating support documentation, FAQs, or training materials (strongly preferred) • Experience with or interest in data analysis and reporting to track support trends and metrics (strongly preferred) • Clinical trials or healthcare operations experience (nice to have) • Experience evaluating or implementing support tools and technologies (nice to have) • Background in early-stage or high-growth companies (nice to have)