Support and Education Manager
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Job Description
Customer support and education manager leading SaaS support operations for Mural Health’s clinical-trial platform. Building self-service, knowledge management, automation, and AI programs to improve patient and sponsor experiences.
Responsibilities:
- 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
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