Support and Education Manager

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Mural Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

🏥 Healthcare

💼 Consulting

📦 Logistics

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

Healthcare • Consulting • Logistics

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

• Lead, coach, and develop a team of Customer Experience Representatives • Oversee day-to-day support operations and ensure timely, high-quality customer assistance • Monitor and improve CSAT, first response time, resolution time, SLA attainment, ticket backlog, support efficiency, and self-service adoption • Identify trends and implement process improvements • Build scalable support processes for organizational growth • Develop and maintain a comprehensive knowledge base • Create customer-facing documentation, FAQs, and release communications • Design educational content and training resources for site coordinators, patients, sponsors, and internal teams • Explore customer community and peer-to-peer learning opportunities • Measure and improve self-service effectiveness • Identify repetitive support workflows for automation • Partner with internal teams to implement AI-powered support capabilities • Improve customer journeys through automation and workflow optimization • Measure automation impact on ticket reduction, operational efficiency, and customer satisfaction • Maintain operating rhythms with Product and Engineering • Surface bugs, usability issues, and recurring customer pain points • Analyze support trends for product improvement opportunities • Advocate for roadmap investments that reduce customer effort and support demand • Partner on feature launches, release readiness, documentation, and customer communications

🎯 Requirements

• Experience leading customer support, customer experience, or technical support teams in a SaaS or technology environment • Passion for creating exceptional customer experiences and helping customers succeed • Demonstrated success improving operational performance through process improvement, automation, and scalable support practices • Experience developing customer education, knowledge management, documentation, or self-service programs • Strong analytical and problem-solving skills • Ability to identify trends and translate data into action • Experience partnering cross-functionally with Product and Engineering • Excellent communication and relationship-building skills • Continuous improvement mindset focused on solving root causes