[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.ResponsibilitiesReview and QA customer-submitted research requests to ensure they are ready for recruitmentAbility to work independently on weekends with minimal oversight, exercising sound judgement in prioritizing project launch and and researcher requestsLaunch and coordinate participant recruitment through the User Interviews platformManage a high volume of active recruitment requests simultaneously, consistently meeting launch timelinesMonitor recruitment progress and proactively flag potential issues or delaysCommunicate project updates, timelines, and recommendations to customers through Zendesk email and live chatRespond to a high volume of incoming customer tickets and requests with clarity, empathy, and efficiencyAbility to manage concurrent conversations while maintaining quality and response speedServe as a product expert by staying current on platform features and best practicesCollaborate with cross-functional teams to resolve issues and ensure smooth project executionAssist with queue coverage, ensuring timely responses and SLA adherenceIdentify opportunities to improve internal workflows and customer experienceSkills1+ 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 SundaysExperience using Zendesk or a similar ticketing platform to manage a high volume of customer requests. Live Chat support experience is a plusProven ability to manage 20–50+ tickets, requests, or cases per day (or similar high-volume workload) across multiple channels including chat, email, and ticketing systemsExperience managing multiple requests or cases simultaneously in a fast-paced environmentStrong written and verbal communication skills with the ability to build trust and credibility with customersHighly organized with strong attention to detailProactive, solution-oriented mindset with strong problem-solving skillsComfortable working in a queue or ticket-driven environment with shifting priorities and SLAsBachelor's degree preferred but not requiredExperience working in a startup or high-growth environmentExperience managing a high volume of customer requests or operational workflowsCompany OverviewUserTesting 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.