Manager of Support & Education at Mural Health

United States

$103k - $155k

<p>Mural Health is a fast-growing clinical technology start-up that makes clinical trials easier for participants.&nbsp; 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 Manager of Support &amp; Education.&nbsp;</p> <p><strong>Who are you? </strong>This isn’t a traditional Support management position.</p> <p>Yes, you’ll lead our Customer Experience Representatives and ensure customers receive timely, high-quality support. But your broader mission is to build an experience that reduces the need for support altogether.</p> <p>As Manager, Customer Support &amp; Education, you’ll oversee daily support operations while developing scalable programs that empower customers through education, knowledge management, self-service, and automation. You’ll partner closely with Product and Engineering to ensure customer feedback drives meaningful product improvements, helping create a customer experience that is proactive rather than reactive.</p> <p>Within your first year, you will have:</p> <ul> <li>Built a high-performing support function known for operational excellence and customer empathy.</li> <li>Improved customer satisfaction while increasing operational efficiency.</li> <li>Developed a robust knowledge base and scalable education program that empowers customers to solve problems independently.</li> <li>Reduced support volume through better self-service resources, automation, and product improvements.</li> <li>Established a strong partnership with Product and Engineering that turns customer feedback into meaningful product enhancements.</li> <li>Introduced AI and automation initiatives that improve both the customer and employee experience.</li> <li>Made it measurably easier for patients, site coordinators, and sponsors to successfully use the Mural Health platform.</li> </ul> <p><strong>Role Location:</strong> Remote US</p> <p><strong>Reports To: </strong><strong> </strong>SVP of Customer Experience</p> <p><strong>You will:</strong></p> <p>Lead Customer Support Operations</p> <ul> <li>Lead, coach, and develop a team of Customer Experience Representatives, fostering a culture of empathy, accountability, collaboration, and continuous improvement.</li> <li>Oversee day-to-day support operations, ensuring customers receive timely, high-quality assistance.</li> <li>Monitor and improve key operational metrics, including CSAT, first response time, resolution time, SLA attainment, ticket backlog, support efficiency, and self-service adoption.</li> <li>Identify trends and implement process improvements that improve both customer outcomes and operational performance.</li> <li>Build scalable support processes that enable the organization to grow while maintaining a high-quality customer experience.</li> </ul> <p>Build Customer Education &amp; Self-Service</p> <p>Support should be one part of the customer journey, not the only path to success.</p> <p>You’ll lead our strategy for helping customers find answers independently through thoughtful education and self-service.</p> <p>This includes:</p> <ul> <li>Developing and maintaining a comprehensive knowledge base.</li> <li>Creating customer-facing documentation, FAQs, and release communications.</li> <li>Designing educational content and training resources for site coordinators, patients, sponsors, and internal teams.</li> <li>Exploring opportunities to build customer community and peer-to-peer learning.</li> <li>Measuring and continuously improving the effectiveness of self-service resources.</li> </ul> <p>Drive Automation &amp; AI</p> <p>You’ll identify opportunities to simplify customer interactions through automation and thoughtful use of AI.</p> <p>Responsibilities include:</p> <ul> <li>Identifying repetitive support workflows that can be automated.</li> <li>Partnering with internal teams to implement AI-powered support capabilities where they improve the customer experience.</li> <li>Improving customer journeys through automation and workflow optimization.</li> <li>Measuring the impact of automation on ticket reduction, operational efficiency, and customer satisfaction.</li> </ul> <p>Partner with Product &amp; Engineering</p> <p>Customer Support provides some of the most valuable insights into the customer experience. You’ll ensure those insights lead to action.</p> <p>You’ll:</p> <ul> <li>Maintain regular operating rhythms with Product and Engineering teams.</li> <li>Surface bugs, usability issues, and recurring customer pain points.</li> <li>Analyze support trends to identify opportunities for product improvements.</li> <li>Advocate for roadmap investments that reduce customer effort and support demand.</li> <li>Partner on feature launches, release readiness, documentation, and customer communications.</li> </ul> <p><strong>Qualifications &amp; Skills:</strong></p> <ul> <li>Experience leading customer support, customer experience, or technical support teams within a SaaS or technology environment.</li> <li>A passion for creating exceptional customer experiences and helping customers succeed.</li> <li>Demonstrated success improving operational performance through process improvement, automation, and scalable support practices.</li> <li>Experience developing customer education, knowledge management, documentation, or self-service programs.</li> <li>Strong analytical and problem-solving skills with the ability to identify trends and translate data into action.</li> <li>Experience partnering cross-functionally with Product and Engineering to improve the customer experience.</li> <li>Excellent communication and relationship-building skills.</li> <li>A continuous improvement mindset with a focus on solving root causes rather than treating symptoms.</li> </ul> <p><strong>Base Compensation: </strong>$103,000 - $155,000</p> <p><em>Mural Health&nbsp; 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, or for your role at Mural Health, please contact careers@muralhealth.com. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.</em></p>