Customer Operations Manager

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. Mural Health is looking to expand our team with a Bilingual Customer Operations Manager in the UK!

Who are you? You have strong communication, problem-solving skills, and customer support skills! You are passionate about improving the clinical trial experience for patients and their families! You thrive in a dynamic, fast-paced start-up environment where creativity and empathy are valued!

You Will:

• Demonstrate empathy, resilience, and composure in all interactions, consistently supporting patients and caregivers with kindness
• Collaborate with trial partners, customer success, and product teams to ensure seamless support and service improvements
• Coordinate and manage travel, accommodations, and logistics for patients and caregivers participating in global clinical trials, working with third-party vendors, balancing multiple schedules, and proactively addressing their needs to ensure a seamless and personalized experience
• Occasional travel may be required to attend conferences, participate in meetings, and support administrative initiatives
• Engage with clinical trial participants and caregivers in their preferred language to ensure clear, empathetic, and effective communication
• Serve as the main point of contact for patients and caregivers during trials for payments, reimbursements, travel, and any trial-related questions
• Pay close attention to details and provide immediate problem-solving support when necessary
• Act as customer support for all Mural Link questions from participants and caregivers, tracking user issues and resolutions, and working with our product team
• Flexible with schedule and/or available after “normal hours” to support inquiries as needed
• Contribute to strategic initiatives and drive process improvements to enhance efficiency and operational effectiveness

Qualifications & Skills

• 5+ years of working experience in a customer-facing role, preferably in healthcare or a service-oriented field
• Fluent in French, both written and verbal, with the ability to communicate professionally and effectively
• Manage emotions in stressful situations and demonstrate empathy, self-awareness, and kindness when engaging with patients and caregivers
• Problem Solve with the ability to think on your feet and resolve issues quickly and effectively
• Strong organizational skills to manage logistics, schedules, and multiple tasks simultaneously
• Ability to work flexible hours to accommodate patients\’ needs, including availability outside traditional working hours and weekend support
• Utilize technology, such as Asana, to track and manage customer/participant support issues and resolutions efficiently
• Bring a sense of humor, creativity, and innovative attitude to Mural Health!