MURAL
MURAL is a collaborative intelligence company powering effective ideation, innovation, alignment, and team building.
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Customer Support Representative at MURAL (Remote)

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MURAL’s mission is to inspire teams to connect and innovate, while bringing purpose and intention to the craft of collaboration.

MURAL created the Collaborative Intelligence System™ to power cultures of effective collaboration where everyone is connected, contributing, and empowered to deliver business-driving outcomes.

Founded in 2011, MURAL is a leading innovator in visual collaboration for hybrid, remote, and distributed teams. We believe in what we build, and our team of more than 900 “MURAListas” around the world collaborate in the MURAL® app. Our values guide our intentionally inclusive product and culture, which includes collaboration design education and a flexible monthly stipend for learning, wellness, and coworking.

MURAL has raised $200M to date and is growing rapidly to fulfill our mission. The company is trusted by 95% of the Fortune 100, including innovative teams at IBM, Intuit, GitLab, Microsoft, and Atlassian.

YOUR MISSION

As a Customer Support Representative you will respond to customer requests, provide general support and engage with customers to help them achieve their goals.

Your responsibilities will be:

  • Manage and respond to customer requests
  • Understand our customers and become their advocate
  • Educate and instruct customers through email, chat, phone call and video
  • Assist the Customer Experience team with managing their accounts as needed
  • Collaborate with the Product team on how to improve the product
  • Collaborate with Customer Success on education programs

As a successful candidate will be able to convey how exciting and innovative our software is. You will turn our current customer base into MURAL fanatics by showing how easy and fun it is to collaborate in design thinking with MURAL.

YOUR PROFILE

We are looking for dedicated individuals who can work independently in a fast-paced startup environment. The ideal candidate will have:

  • Fluency in spoken and written English (additional languages are a plus)
  • Willingness and passion for understanding, helping and teaching customers
  • The curiosity to find new, better ways to solve problems
  • A strong passion to help teams succeed, and empathy with users
  • 2+ years experience in software customer support (ideally B2B)
  • Experience troubleshooting and reporting bugs
  • Experience tracking bugs with a QA and development team
  • Great visual communication skills
  • Remote working experience
  • The ability to provide clear and concise guidance through emails, over the phone, video or in person
  • Availability to work some weekend shifts
  • The hours will be 1:00 pm - 9:00 pm Eastern Time (ET)
Ideally you have...
  • Practical experience in creative disciplines such as design thinking
  • Experience creating documents and content
  • Knowledge of design thinking and/or other design and visual thinking techniques

#LI-Remote #LI-ABW1

Please submit your resume in English.

WHAT WE OFFER

In addition to being part of our quest to help people empower their imagination, we offer:

  • Competitive salary
  • 401K (US only)
  • Company equity
  • Health insurance
  • Fertility benefits
  • MURALvida stipend (for fitness, wellness, learning and coworking)
  • Fully remote team
  • Parental leave
  • End of year closure
  • Design thinking trainings
  • MURAL free forever plan
OUR VALUES

We bring people to our team that care about our mission to inspire and connect creative people globally, and who feel aligned with our values:

  • Make others successful
  • Adapt to thrive
  • Play to wow
  • Think global
  • Experiment like an owner
Practicing equality through imagination work.

MURAL is committed to creating diverse and inclusive workspaces where people can make a positive impact on the world and share their vision of how they achieve it. We are dedicated to working alongside multiple communities to help build this dream and bring it to life. 

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Technology we use

  • Engineering
    • JavascriptLanguages
    • SqlLanguages
    • NodeJsLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
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What are MURAL Perks + Benefits

MURAL Benefits Overview

We offer a variety of programs and plans to meet you and your family where you are in life, wellness options to ease your mind and body, flexibility and perks designed to make life a little easier and more fun. Because we know when we’re healthy and happy, we do our best work.

- Competitive salary and benefits
- Flexible working hours
- Ability to work remotely
- Flexible time off
- Professional development opportunities
- Learning stipend
- Wellness stipend
- MURAL free forever plan
- Design Thinking + Facilitation trainings

Culture
Partners with Nonprofits
We offer our product for free to Nonprofits.
Friends outside of work
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
At MURAL we train all our team members, to be sure we are delivering the best hiring experience for our applicants. Sharing best practices to reduce the unconscious bias during the process.
Diversity Employee Resource Groups
Our grassroots-led ERGs create a sense of community and belonging for employees by hosting socials, trainings, and special events throughout the year.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Continuing Education stipend
While MURAL also provide in-house learning programs, an individual learning stipend allows each MURALista the freedom to access learning resources suited to their specific role and development goals.

An Insider's view of MURAL

What are some social events your company does?

We have organized two virtual company retreats in the past year for employees to socialize, have fun and learn new talents. They included virtual escape rooms, dance parties, magic tricks, and more. We currently have a Mindfully MURAL program organized by employees. It includes weekly mindfulness activities that anyone can join.

Laïla von Alvensleben

Head of Culture & Collaboration

What does your typical day look like?

As a RevOps manager, my day always starts with a giant cup of coffee as I read through emails, catch up on Slack messages & check my SFDC dashboards. Then I typically split my time pretty evenly between: (1) team & stakeholder meetings (2) project management of OKR initiatives and (3) creating data-driven insights for our company’s revenue leaders.

Blake Tiemeyer

Manager, Revenue Operations

How does the company support your career growth?

Since joining MURAL, I’ve had many opportunities to upskill myself. MURAL supported my growth from an IC PM to a Lead PM by facilitating product courses which helped accelerate my growth as a strategy-focused PM leader. MURAL also offers manager training programs to ensure new managers have the resources they need when stepping into a new role.

Priyanka Patil

Group Product Manager

What unique initiatives do you have that encourage innovation?

One of the things that always comes to mind is how to demystify innovation, for me, innovation is to try things in new ways, and for that, I encourage teams to do a lot of experiments, test small and big ideas, see what works and what doesn’t in short feedback loops and celebrate failures as these are great opportunities to learn.

Pilar Serna

Director of Product Design

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