Customer Experience Specialist

Mural Health is a fast-growing clinical technology start-up that makes clinical trials easier for participants. Our mission is to eliminate any barriers participants or caregivers experience while being part of a clinical trial. Mural Health is looking to expand our team with a Customer Experience Specialist.

Who are you? As a Customer Experience Specialist, you'll be the primary point of contact for trial participants and site coordinators, ensuring they receive timely, empathetic support that keeps them engaged and informed throughout their clinical trial journey.

You'll play a critical role in delivering exceptional participant and site experiences by responding to inquiries, resolving issues, and building scalable support processes. This is an opportunity to shape how we support the people at the heart of clinical research while contributing to our broader mission of making trials more accessible and participant-friendly.

Role Location: Remote

Reports To: Director, Customer Success

You will:

Deliver Exceptional Support

• 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

Build Support Infrastructure

• 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

Advocate for Continuous 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

Qualifications & Skills:

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

Strongly 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

Nice to Have:

• Clinical trials or healthcare operations experience
• Experience evaluating or implementing support tools and technologies
• Background in early-stage or high-growth companies

Mural Health is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at Mural Health, please contact careers@muralhealth.com. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.