At a Glance
- Tasks: Support trial participants and site coordinators with empathy and efficiency.
- Company: Join a fast-growing clinical tech start-up on a mission to improve clinical trials.
- Benefits: Competitive salary, remote work, and opportunities for professional growth.
- Other info: Collaborative team environment with a focus on continuous improvement.
- Why this job: Make a real difference in healthcare by enhancing participant experiences in clinical trials.
- Qualifications: 2+ years in customer support and strong communication skills required.
The predicted salary is between 38000 - 50000 £ per year.
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 Customer Experience Specialist.
At Mural Health, our mission is to make clinical trials easier for participants and caregivers by eliminating barriers to participation. As a Customer Experience Specialist, based in the UK, you'll be the primary point of contact for trial participants and site coordinators, ensuring they receive timely, empathetic support that keeps them engaged and informed throughout their clinical trial journey.
You will:
- Deliver Exceptional Support
- Serve as the first point of contact for participants and site coordinators via phone, email, and support channels during EU business hours.
- Respond to inquiries about payments, reimbursements, account updates, travel support and platform navigation with empathy and efficiency.
- Resolve tier-1 support issues independently while collaborating 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.
- Build Support Infrastructure
- Partner with the existing support team and Customer Success leadership to refine processes, tools, and workflows.
- Contribute to and maintain comprehensive FAQ resources, knowledge base articles, and support playbooks.
- Identify patterns and recurring issues, surfacing insights to the broader team to improve the support experience.
- Establish and track metrics that reflect support performance and volume.
- Advocate for Continuous Improvement
- Identify patterns and recurring issues, working cross-functionally to address root causes.
- Provide participant and site feedback to Product and Operations teams to inform roadmap priorities.
- Contribute to team meetings and stand-ups with insights on support trends and opportunities.
What Makes You a Strong Fit
- You are an empathetic communicator: warm, patient, and clear with diverse audiences including trial participants, site coordinators, and internal stakeholders.
- You are resourceful and proactive: comfortable navigating ambiguity, learning new systems quickly, and finding solutions independently.
- You have strong organizational skills: able to manage multiple inquiries simultaneously while maintaining responsiveness and attention to detail.
- You are process-oriented: naturally think about how to document, systematize, and improve workflows for scale.
- You thrive in a collaborative environment: work effectively with cross-functional teams and seek input when needed.
- You are motivated to improve patient and caregiver experiences in clinical trials.
Qualifications & Skills:
- Required:
- Minimum 2 years of experience in customer support, customer service, or customer experience roles.
- Experience with support ticketing systems (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 ability to prioritize and manage time effectively in a remote environment.
- Strongly Preferred:
- Interest or background in healthcare, life sciences, or clinical research.
- Experience supporting both end-users and professional users (e.g., patients and providers).
- Experience creating support documentation, FAQs, or training materials.
- Experience with or interest in data analysis and reporting to track support trends and metrics.
- Nice to Have:
- Clinical trials or healthcare operations experience.
- Experience evaluating or implementing support tools and technologies.
- Background in early-stage or high-growth companies.
Compensation: Base Salary Range £38,000 – £50,000
Mural Health is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Experience Specialist - UK Remote in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grabjobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Grabjobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Experience Specialist - UK Remote in Belfast
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Grabjobs:Your cover letter is your chance to shine! Tell us why you want to work at Grabjobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Grabjobs!
How to prepare for a job interview at Grabjobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
