Customer Experience Specialist

Customer Experience Specialist 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 CX Strategy Operations Specialist. Who are you? You're an eager fixer and you think like an owner. You get energized by talking to people and by figuring out how to make systems work better. You've probably already experimented with AI tools to automate tedious tasks or map out a process just because it bothered you that it wasn't documented. You want a role where you're not just executing a playbook — you're writing it. 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. If you're hungry to prove what you can do in an environment that will actually let you — this is it. Role Location: Remote Reports To: Director, Customer Success You will: 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 — the kind that makes future-you (and your teammates) grateful Build the Function from the Ground Up Map and document our support processes end-to-end — own the workflows, find the gaps, fix them Identify repetitive tasks and deploy AI tools and automation to handle them at scale, freeing up human attention for high-impact moments Create and maintain FAQs, knowledge base articles, support playbooks, and onboarding resources Evaluate and implement support technologies — ticketing systems, AI chat tools, knowledge management platforms — with a bias toward what actually works Define the metrics that matter and build reporting to track them, then use that data to make smarter decisions Drive Continuous Improvement Like It's Your Job (Because It Is) Spot patterns in support issues and work cross-functionally to address root causes, not just symptoms Bring participant and site feedback directly to Product and Operations to influence what gets built next Contribute to team meetings with real insights and opinions — not just updates Help define what this function looks like in two years, then help build it What We're Looking For: Required: 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 — you've already played with them and want to go deeper Strong written and verbal communication skills with a knack for being clear and human at the same time A process-oriented mind — you document things, you map things out, you notice when something could work better Self-directed and comfortable with ambiguity; you don't need everything figured out before you start Empathy as a core skill, not an afterthought Strongly Preferred: Hands-on experience with AI tools (ChatGPT, Claude, Notion AI, Zapier, etc.) applied to real work tasks Familiarity with ... (truncated, view full listing at source)