Manager of Support & Education

3 days, 13 hours ago
Full-time
Lead
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

  • Lead, coach, and develop the Customer Experience Representatives team.
  • Oversee day-to-day customer support operations and ensure timely, high-quality assistance.
  • Monitor and improve support metrics such as CSAT, first response time, resolution time, SLA attainment, backlog, support efficiency, and self-service adoption.
  • Identify trends and implement process improvements that strengthen customer outcomes and operational performance.
  • Build scalable support processes that support company growth while maintaining service quality.
  • Develop and maintain a comprehensive knowledge base, FAQs, documentation, and release communications.
  • Create educational content and training resources for site coordinators, patients, sponsors, and internal teams.
  • Identify repetitive workflows that can be automated and partner on AI-enabled support capabilities.
  • Work closely with Product and Engineering to surface bugs, usability issues, and recurring pain points.
  • 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.
  • 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 with the ability to identify trends and translate data into action.
  • Experience partnering cross-functionally with Product and Engineering to improve the customer experience.
  • Excellent communication and relationship-building skills.
  • A continuous improvement mindset focused on solving root causes rather than symptoms.
  • Passion for creating exceptional customer experiences and helping customers succeed.

Benefits

  • Base compensation of $103,000 - $155,000.
  • Remote US role.
  • Equal employment opportunity and reasonable accommodation support.

Interested in this position?

Apply directly on the company website

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