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.
