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Role Description

Mural Health is looking to expand our team with a CX Strategy & Operations Specialist. 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. You'll have real ownership, real influence, and a direct line to leadership.

Role Location: Remote

Reports To: Director, Customer Success

Responsibilities

• Be the Human at the Heart of Support
  • Serve as the primary point of contact for participants and site coordinators via phone, email, and support channels
  • Respond to inquiries about payments, reimbursements, account updates, travel support, and platform navigation with genuine empathy and efficiency
  • Triage and escalate issues thoughtfully to ensure nothing falls through the cracks
  • Keep detailed, clean documentation of interactions and outcomes
• Build the Function from the Ground Up
  • Map and document our support processes end-to-end
  • Identify repetitive tasks and deploy AI tools and automation to handle them at scale
  • Create and maintain FAQs, knowledge base articles, support playbooks, and onboarding resources
  • Evaluate and implement support technologies with a bias toward what actually works
  • Define the metrics that matter and build reporting to track them
• Drive Continuous Improvement Like It's Your Job (Because It Is)
  • Spot patterns in support issues and work cross-functionally to address root causes
  • Bring participant and site feedback directly to Product and Operations
  • Contribute to team meetings with real insights and opinions
  • Help define what this function looks like in two years, then help build it

Qualifications

• Experience owning process improvement and system implementation projects
• Can demonstrate strong project management skills
• High comfort level managing direct customer/participant outreach at high volumes
• Genuine curiosity about AI tools and automation
• Strong written and verbal communication skills
• A process-oriented mind
• Self-directed and comfortable with ambiguity
• Empathy as a core skill

Requirements

• Hands-on experience with AI tools (ChatGPT, Claude, Notion AI, Zapier, etc.)
• Familiarity with support platforms like Zendesk, Freshdesk, Intercom, or similar
• Experience creating documentation, SOPs, or training materials
• Interest in healthcare, life sciences, or clinical research
• Experience in a startup or high-growth environment

Benefits

• 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.
• If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, please contact careers@muralhealth.com.