Customer Experience Specialist

Mural Health

Customer Experience Specialist at Mural Health supporting clinical trial participants and site coordinators. Ensuring timely and empathetic support for inquiries and issues during the trial journey.

Posted 6/27/2026full-timeRemote • 🇬🇧 United KingdomJuniorMid-Level💰 £38,000 - £50,000 per yearWebsite

About the role

Key responsibilities & impact

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
Partner with the existing support team and Customer Success leadership to refine processes, tools, and workflows develop and refine support 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
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

Requirements

What you’ll need

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
Interest or background in healthcare, life sciences, or clinical research (strongly preferred)
Experience supporting both end-users and professional users (e.g., patients and providers) (strongly preferred)
Experience creating support documentation, FAQs, or training materials (strongly preferred)
Experience with or interest in data analysis and reporting to track support trends and metrics (strongly preferred)
Clinical trials or healthcare operations experience (nice to have)
Experience evaluating or implementing support tools and technologies (nice to have)
Background in early-stage or high-growth companies (nice to have)

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Mural Health Website LinkedIn All Job Openings 11 - 50 employees Founded 2022 ☁️ SaaS 🤝 B2B 💳 Fintech 💰 $12.7M Seed Round - Mural Health on 2024-04 SaaS
B2B
Fintech Mural Health is a company that provides Mural Link, a participant management platform for clinical research designed to make enrolling, retaining, and reimbursing trial participants easier. The platform offers fee-free and flexible payment options (including a prepaid card), travel booking via rideshare, participant messaging, feedback collection, and real-time analytics to reduce site administrative burden and improve trial retention and compliance. Mural Health targets clinical trial sites, sponsors, and research stakeholders with a B2B SaaS product that also incorporates payment and financial-management features. Customer Experience Specialist Job not on LinkedIn 🔥 21 minutes ago 🇬🇧 United Kingdom – Remote 💵 £38k - £50k / year ⏰ Full Time 🟢 Junior 🟡 Mid-level 💝 Customer Support 🚫👨‍🎓 No degree required Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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
Partner with the existing support team and Customer Success leadership to refine processes, tools, and workflows develop and refine support 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
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 🎯 Requirements
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
Interest or background in healthcare, life sciences, or clinical research (strongly preferred)
Experience supporting both end-users and professional users (e.g., patients and providers) (strongly preferred)
Experience creating support documentation, FAQs, or training materials (strongly preferred)
Experience with or interest in data analysis and reporting to track support trends and metrics (strongly preferred)
Clinical trials or healthcare operations experience (nice to have)
Experience evaluating or implementing support tools and technologies (nice to have)
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Hard Skills & Tools

customer supportcustomer servicetechnical troubleshootingdata analysisreportingsupport documentationFAQ creationsupport ticketing systems

Soft Skills

empathyprofessionalismwritten communicationverbal communicationproblem-solvingself-directed work styletime management