Project Coordinator, Project Operations

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UserTesting

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2007

☁️ SaaS

🏢 Entreprise

🤝 B2B

💰 Grant en 2020-11

SaaS • Enterprise • B2B

UserTesting est une plateforme complète qui permet aux entreprises de recevoir des retours rapides et exploitables sur leurs produits, sites web et expériences clients. En exploitant les insights humains, UserTesting permet aux équipes de créer de meilleures expériences utilisateur, de perfectionner leurs stratégies marketing et d'améliorer la gestion des produits grâce à une compréhension approfondie des comportements des clients. Avec divers services et solutions axés sur la conception UX et l'expérience client, UserTesting se distingue comme un leader dans la recherche utilisateur, permettant aux entreprises d'innover plus rapidement et de réduire les coûts de développement tout en maximisant la satisfaction client.

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.

🎯 Exigences

• 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.

🏖️ Avantages

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