Customer Experience Specialist

About Mural Health

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.

The Role

As our Customer Experience Specialist, you'll be the first real voice of support for trial participants and site coordinators, and simultaneously the architect of how we scale that support. You'll handle the human side with empathy and the operational side with creativity, using process mapping and AI-powered tools to build a function that can grow as fast as we do.

This is a rare opportunity to come in early, make your mark, and shape what world-class customer experience looks like. Most support roles ask you to work within a system. This one asks you to build it.

Customer Support Functions

• Serve as primary contact for participants and site coordinators via phone, email, and support channels

• Handle inquiries regarding payments, reimbursements, account updates, travel support, and platform navigation

• Triage and escalate issues appropriately

• Maintain detailed documentation of interactions

Operations & Process Building

• Map and document support processes end-to-end

• Identify repetitive tasks and implement AI tools and automation

• Create and maintain FAQs, knowledge bases, playbooks, and onboarding materials

• Evaluate and implement support technologies (ticketing systems, AI chat tools, knowledge management platforms)

• Define metrics and build reporting systems

Continuous Improvement

• Identify patterns in support issues

• Work cross-functionally to address root causes

• Bring participant and site feedback to Product and Operations teams

Required Qualifications

• Experience owning process improvement and system implementation

• Strong project management skills

• Ability to manage high-volume customer outreach

• Comfort with AI tools and automation

• Strong written and verbal communication

• Process-oriented mindset with documentation focus

• Self-directed approach with comfort in ambiguous situations

Strongly Preferred Qualifications

• Hands-on experience with AI tools (ChatGPT, Claude, Notion AI, Zapier)

• Familiarity with support platforms (Zendesk, Freshdesk, Intercom)

• Experience creating documentation and SOPs

• Healthcare, life sciences, or clinical research interest

• Startup or high-growth environment experience