Project Coordinator, Project Operations

🔥 8 horas atrás

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UserTesting

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2007

☁️ SaaS

🏢 Corporativo

🤝 B2B

💰 Grant em 2020-11

SaaS • Enterprise • B2B

UserTesting é uma plataforma abrangente que permite às empresas receber feedback rápido e acionável sobre seus produtos, sites e experiências do cliente. Ao aproveitar insights humanos, a UserTesting permite que as equipes criem melhores experiências de usuário, aperfeiçoem suas estratégias de marketing e aprimorem a gestão de produtos através de um profundo entendimento dos comportamentos dos clientes. Com vários serviços e soluções focados em design UX e experiência do cliente, a UserTesting se destaca como líder em pesquisa de usuários, capacitando as empresas a inovar mais rapidamente e reduzir os custos de desenvolvimento, ao mesmo tempo em que maximiza a satisfação do cliente.

Descrição

• 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.

🎯 Requisitos

• 1+ year of experience in a customer-facing or operations role • 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. • 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.

🏖️ Benefícios

• Health insurance • 401(k) matching • Paid time off • Flexible work hours