At a Glance
- Tasks: Provide empathetic support to trial participants and site coordinators via phone and email.
- Company: Fast-growing clinical tech start-up focused on improving clinical trial experiences.
- Benefits: Remote work, flexible hours, and opportunities for personal growth.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
- Why this job: Join a mission-driven team making clinical trials more accessible and participant-friendly.
- Qualifications: Empathetic communicator with strong organisational skills and a proactive mindset.
The predicted salary is between 30000 - 40000 £ 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.
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'll play a critical role in delivering exceptional participant and site experiences by responding to inquiries, resolving issues, and building scalable support processes. You'll work alongside our existing US-based support team to extend our coverage globally, delivering consistent, high-quality experiences for participants and sites across time zones.
This is an opportunity to help scale a support function that's already up and running — bringing your own ideas for improvement while contributing to our broader mission of making trials more accessible and participant-friendly.
Role Location: Remote - UK
Reports To: Director of Customer Success
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
Remote Customer Experience Specialist - UK Remote in Fife employer: Mural Health
Mural Health is an exceptional employer that prioritises a supportive and inclusive work culture, allowing you to make a meaningful impact in the clinical trials space from the comfort of your home in the UK. With a focus on employee growth, we encourage innovative ideas and provide opportunities for professional development, ensuring that you can thrive while contributing to our mission of making clinical trials more accessible for everyone. Join us and be part of a dynamic team that values empathy, collaboration, and the drive to improve participant experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Experience Specialist - UK Remote in Fife
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mural Health. 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 Mural Health 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 Fife
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 Mural Health:Your cover letter is your chance to shine! Tell us why you want to work at Mural Health 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 Mural Health!
How to prepare for a job interview at Mural Health
✨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.
