Project Coordinator, Project Operations

Role Summary

As a Project Coordinator, you’ll support the successful execution of customer research projects by coordinating participant recruitment and managing incoming project requests through our platform. You’ll review and launch recruitment requests, monitor study progress, and communicate updates to customers to ensure research projects run smoothly. This position follows a Thursday–Monday schedule (9:00 AM – 6:00 PM ET) and includes regular weekend coverage.

• Review and QA customer‑submitted research requests to ensure they are ready for recruitment
• Work independently on weekends with minimal oversight, exercising sound judgement in prioritizing project launch 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
• 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

• 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 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

User Testing is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. User Testing will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.