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
Company Overview
UserTesting is an on-demand human insight platform designed to improve customer insights. It was founded in 2007, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is http://www.usertesting.com.