Customer Experience Specialist
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Job Description
Customer Experience Specialist at Mural Health supporting clinical trial participants and site coordinators. Ensuring timely and empathetic support for inquiries and issues during the trial journey.
Responsibilities:
- 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)
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