[Hiring] Manager of Support & Education @Mural Health

Role Description

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.

Within your first year, you will have:

• Built a high-performing support function known for operational excellence and customer empathy.
• Improved customer satisfaction while increasing operational efficiency.
• Developed a robust knowledge base and scalable education program that empowers customers to solve problems independently.
• Reduced support volume through better self-service resources, automation, and product improvements.
• Established a strong partnership with Product and Engineering that turns customer feedback into meaningful product enhancements.
• Introduced AI and automation initiatives that improve both the customer and employee experience.
• Made it measurably easier for patients, site coordinators, and sponsors to successfully use the Mural Health platform.

Qualifications

• 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.

Requirements

• Lead Customer Support Operations
• 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.

• Build Customer Education & Self-Service
• Support should be one part of the customer journey, not the only path to success.
• You’ll lead our strategy for helping customers find answers independently through thoughtful education and self-service.
• This includes:
• Developing and maintaining a comprehensive knowledge base.
• Creating customer-facing documentation, FAQs, and release communications.
• Designing educational content and training resources for site coordinators, patients, sponsors, and internal teams.
• Exploring opportunities to build customer community and peer-to-peer learning.
• Measuring and continuously improving the effectiveness of self-service resources.

• Drive Automation & AI
• You’ll identify opportunities to simplify customer interactions through automation and thoughtful use of AI.
• Responsibilities include:
• Identifying repetitive support workflows that can be automated.
• Partnering with internal teams to implement AI-powered support capabilities where they improve the customer experience.
• Improving customer journeys through automation and workflow optimization.
• Measuring the impact of automation on ticket reduction, operational efficiency, and customer satisfaction.

• Partner with Product & Engineering
• Customer Support provides some of the most valuable insights into the customer experience. You’ll ensure those insights lead to action.
• You’ll:
• 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.

Benefits

• Base Compensation: $103,000 - $155,000