Customer Experience Specialist

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Mural Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

☁️ SaaS

🤝 B2B

💳 Fintech

💰 $12.7M Seed Round - Mural Health on 2024-04

SaaS • B2B • Fintech

Mural Health is a company that provides Mural Link, a participant management platform for clinical research designed to make enrolling, retaining, and reimbursing trial participants easier. The platform offers fee-free and flexible payment options (including a prepaid card), travel booking via rideshare, participant messaging, feedback collection, and real-time analytics to reduce site administrative burden and improve trial retention and compliance. Mural Health targets clinical trial sites, sponsors, and research stakeholders with a B2B SaaS product that also incorporates payment and financial-management features.

📋 Description

• 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

🎯 Requirements

• 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)