Customer Experience Specialist - UK Remote

1 month, 1 week ago
Full-time
Junior
Customer and Technical Support
Mural Health

Mural Health

Mural Health offers a clinical trial participant management platform that prioritizes patient and caregiver experiences to enhance enrollment and retention in trials while alleviating administrative challenges for research sites.

Internet Software & Services
11-50
Founded 2022
$8M raised

Description

  • Serve as the first point of contact for trial participants and site coordinators via phone, email, and support channels during EU business hours.
  • Respond to questions about payments, reimbursements, account updates, travel support, and platform navigation with empathy and efficiency.
  • Resolve tier-1 support issues independently and collaborate 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 Customer Success leadership to refine support processes, tools, and workflows.
  • Contribute to and maintain FAQs, knowledge base articles, and support playbooks.
  • Identify recurring issues and surface insights to improve the support experience.
  • Establish and track support performance and volume metrics.
  • Provide participant and site feedback to Product and Operations teams to inform roadmap priorities.

Requirements

  • Minimum 2 years of experience in customer support, customer service, or customer experience roles.
  • Experience with support ticketing systems such as 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 the ability to prioritize and manage time effectively in a remote environment.
  • Interest or background in healthcare, life sciences, or clinical research is strongly preferred.
  • Experience supporting both end-users and professional users, such as patients and providers, is strongly preferred.
  • Experience creating support documentation, FAQs, or training materials is strongly preferred.
  • Experience with or interest in data analysis and reporting to track support trends and metrics is strongly preferred.
  • Clinical trials or healthcare operations experience is a nice to have.
  • Experience evaluating or implementing support tools and technologies is a nice to have.
  • Background in early-stage or high-growth companies is a nice to have.

Benefits

  • Remote UK-based role.
  • Base salary range of £38,000 to £50,000.
  • Equal employment opportunity and reasonable accommodation support.
  • Opportunity to work on a mission-driven product focused on improving clinical trial participation.
  • Work alongside an existing US-based support team with global coverage across time zones.

Interested in this position?

Apply directly on the company website

Apply Now

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