Manager of Support & Education

Mural Health

5d•$103,000 - $155,000•Remote

About The Position

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 Manager of Support & Education. This isn’t a traditional Support management position. 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. As Manager, Customer Support & 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.

Requirements

Experience leading customer support, customer experience, or technical support teams within a SaaS or technology environment.
A passion for creating exceptional customer experiences and helping customers succeed.
Demonstrated success improving operational performance through process improvement, automation, and scalable support practices.
Experience developing customer education, knowledge management, documentation, or self-service programs.
Strong analytical and problem-solving skills with the ability to identify trends and translate data into action.
Experience partnering cross-functionally with Product and Engineering to improve the customer experience.
Excellent communication and relationship-building skills.
A continuous improvement mindset with a focus on solving root causes rather than treating symptoms.

Responsibilities

Lead, coach, and develop a team of Customer Experience Representatives, fostering a culture of empathy, accountability, collaboration, and continuous improvement.
Oversee day-to-day support operations, ensuring customers receive timely, high-quality assistance.
Monitor and improve key operational metrics, including CSAT, first response time, resolution time, SLA attainment, ticket backlog, support efficiency, and self-service adoption.
Identify trends and implement process improvements that improve both customer outcomes and operational performance.
Build scalable support processes that enable the organization to grow while maintaining a high-quality customer experience.
Develop and maintain a comprehensive knowledge base.
Create customer-facing documentation, FAQs, and release communications.
Design educational content and training resources for site coordinators, patients, sponsors, and internal teams.
Explore opportunities to build customer community and peer-to-peer learning.
Measure and continuously improve the effectiveness of self-service resources.
Identify repetitive support workflows that can be automated.
Partner with internal teams to implement AI-powered support capabilities where they improve the customer experience.
Improve customer journeys through automation and workflow optimization.
Measure the impact of automation on ticket reduction, operational efficiency, and customer satisfaction.
Maintain regular operating rhythms with Product and Engineering teams.
Surface bugs, usability issues, and recurring customer pain points.
Analyze support trends to identify opportunities for product improvements.
Advocate for roadmap investments that reduce customer effort and support demand.
Partner on feature launches, release readiness, documentation, and customer communications.