Project Coordinator, Project Operations

🕒 2 days ago

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UserTesting

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

☁️ SaaS

🏢 Enterprise

🤝 B2B

💰 Grant on 2020-11

SaaS • Enterprise • B2B

UserTesting is a platform that provides businesses with human insights on their digital products and experiences. By facilitating video-based feedback from real people, it helps companies understand exactly how customers interact with their websites, apps, and prototypes. UserTesting allows organizations to target diverse audiences, gather in-depth consumer insights, and measure performance to create better user experiences. The platform serves teams of all sizes, from startups to enterprises, across various industries including eCommerce, financial services, gaming, healthcare, and more. With AI-powered tools, UserTesting accelerates research processes, enabling fast and efficient feedback collection and analysis.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• N/A