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 complex, study-specific questions.

Support Infrastructure:

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

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.

Mural Health

Mural Health is a fast-growing clinical technology start-up that makes clinical trials easier for participants by eliminating barriers to participation. As a small, mission-driven team, we focus on empathy, scalability, and continuous improvement to support participants and site coordinators globally.

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