Customer Experience Specialist - UK Remote

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 Customer Experience Specialist. Who are you? At Mural Health, our mission is to make clinical trials easier for participants and caregivers by eliminating barriers to participation. As a Customer Experience Specialist, based in the UK, you'll be the primary point of contact for trial participants and site coordinators, ensuring they receive timely, empathetic support that keeps them engaged and informed throughout their clinical trial journey. You'll play a critical role in delivering exceptional participant and site experiences by responding to inquiries, resolving issues, and building scalable support processes. You'll work alongside our existing US-based support team to extend our coverage globally, delivering consistent, high-quality experiences for participants and sites across time zones. This is an opportunity to help scale a support function that's already up and running — bringing your own ideas for improvement while contributing to our broader mission of making trials more accessible and participant-friendly. Role Location: Remote - UK Reports To: Director of Customer Success You will: Deliver Exceptional Support 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 Build Support Infrastructure 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 tor 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 Advocate for Continuous Improvement 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 What Makes You a Strong Fit You are an empathetic communicator : warm, patient, and clear with diverse audiences including trial participants, site coordinators, and internal stakeholders You are resourceful and proactive : comfortable navigating ambiguity, learning new systems quickly, and finding solutions independently You have strong organizational skills : able to manage multiple inquiries simultaneously while maintaining responsiveness and attention to detail You are process-oriented : naturally think about how to document, systematize, and improve workflows for scale You thrive in a collaborative environment : work effectively with cross-functional teams and seek input when needed You are motivated to improve patient and caregiver experiences in clinical trials Qualifications & Skills: Required: 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 t