[Remote] Project Coordinator, Project Operations (Thursday - Monday 9-6pm ET)

Note: The job is a remote job and is open to candidates in USA. UserTesting is the leader in human insight, dedicated to helping organizations create exceptional customer experiences. As a Project Coordinator, you will support the execution of customer research projects by coordinating participant recruitment and managing project requests to ensure smooth operations.

Responsibilities

• Review and QA customer-submitted research requests to ensure they are ready for recruitment
• Ability to work independently on weekends with minimal oversight, exercising sound judgement in prioritizing project launch and and researcher requests
• Launch and coordinate participant recruitment through the User Interviews platform
• Manage a high volume of active recruitment requests simultaneously, consistently meeting launch timelines
• Monitor recruitment progress and proactively flag potential issues or delays
• Communicate project updates, timelines, and recommendations to customers through Zendesk email and live chat
• Respond to a high volume of incoming customer tickets and requests with clarity, empathy, and efficiency
• Ability to manage concurrent conversations while maintaining quality and response speed
• Serve as a product expert by staying current on platform features and best practices
• Collaborate with cross-functional teams to resolve issues and ensure smooth project execution
• Assist with queue coverage, ensuring timely responses and SLA adherence
• Identify opportunities to improve internal workflows and customer experience

Skills

• 1+ year of experience in a customer-facing or operations role (e.g., customer support, service delivery, project coordination, or similar)
• Availability to work a Thursday - Monday schedule (9:00 AM–6:00 PM ET), including Saturdays and Sundays
• Experience using Zendesk or a similar ticketing platform to manage a high volume of customer requests. Live Chat support experience is a plus
• Proven ability to manage 20–50+ tickets, requests, or cases per day (or similar high-volume workload) across multiple channels including chat, email, and ticketing systems
• Experience managing multiple requests or cases simultaneously in a fast-paced environment
• Strong written and verbal communication skills with the ability to build trust and credibility with customers
• Highly organized with strong attention to detail
• Proactive, solution-oriented mindset with strong problem-solving skills
• Comfortable working in a queue or ticket-driven environment with shifting priorities and SLAs
• Bachelor's degree preferred but not required
• Experience working in a startup or high-growth environment
• Experience managing a high volume of customer requests or operational workflows

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