Project Coordinator, Project Operations

Position: Project Coordinator, Project Operations (Thursday - Monday 9-6pm ET)
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.
Responsibilities   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
Qualifications   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
Equal Opportunity Employment  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.

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