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Mural Health is a fast-growing clinical technology startup on a mission to eliminate barriers for participants and caregivers in clinical trials. We're seeking a Manager of Support & Education to lead our customer experience function and build a support organization that reduces the need for support through proactive education and automation.
You'll lead a team of Customer Experience Representatives while developing scalable programs that empower customers through education, knowledge management, self-service capabilities, and AI-driven automation. This is not a traditional support management role—your broader mission is to create an experience so intuitive that customers can solve problems independently.
Key responsibilities include:
Leading Customer Support Operations: Coach and develop your team, oversee day-to-day support operations, monitor key metrics (CSAT, first response time, resolution time, SLA attainment), identify trends, and build scalable processes that maintain quality as the organization grows.
Building Customer Education & Self-Service: Develop a comprehensive knowledge base, create customer-facing documentation and FAQs, design educational content for site coordinators, patients, sponsors, and internal teams, and measure the effectiveness of self-service resources.
Driving Automation & AI: Identify repetitive workflows that can be automated, partner with internal teams to implement AI-powered support capabilities, optimize customer journeys, and measure impact on ticket reduction and efficiency.
Partnering with Product & Engineering: Maintain regular operating rhythms with product and engineering teams, surface bugs and usability issues, analyze support trends to identify product improvement opportunities, and advocate for roadmap investments that reduce customer effort.
Within your first year, you'll build a high-performing support function known for operational excellence, improve customer satisfaction while increasing efficiency, develop robust knowledge management systems, reduce support volume through better self-service and automation, establish strong cross-functional partnerships, and introduce AI initiatives that enhance both customer and employee experience.
You report to the SVP of Customer Experience and will work with patients, site coordinators, and sponsors to make the Mural Health platform measurably easier to use.
