Manager of Support & Education
New
M
Mural HealthClinical Technology
Remote - USFull-TimeManager
Salary103,000 - 155,000 USD per year
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Job Details
- Required Skills
- Artificial IntelligenceData AnalysisSaaSProcess improvementTechnical support
Requirements
- Experience leading customer support, customer experience, or technical support teams.
- Demonstrated success in a SaaS or technology environment.
- Proven track record improving operational performance through process improvement and automation.
- Experience developing customer education, knowledge management, or self-service programs.
- Strong analytical skills with the ability to translate data into actionable insights.
- Experience partnering cross-functionally with Product and Engineering teams.
- Excellent communication and relationship-building skills.
- Continuous improvement mindset focused on root cause analysis.
Responsibilities
- Lead, coach, and develop a team of Customer Experience Representatives.
- Oversee day-to-day support operations to ensure timely, high-quality assistance.
- Monitor and improve operational metrics like CSAT, response time, and ticket backlog.
- Develop and maintain a comprehensive knowledge base and self-service resources.
- Identify and implement automation and AI-powered support capabilities.
- Analyze support trends to advocate for product improvements and roadmap investments.
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