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Project Coordinator, Project Operations
UserTestingProject Coordinator managing participant recruitment for customer research projects at UserTesting. Independently coordinating and monitoring study progress while ensuring seamless customer experiences.
About the role
Key responsibilities & impact- 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
What you’ll need- 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.
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Paid time off
- Flexible work hours
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer-facing experienceoperations experienceticket managementhigh-volume workload managementproject coordinationrecruitment managementworkflow improvement
Soft Skills
communication skillsorganizational skillsattention to detailproblem-solving skillsproactive mindsetempathyindependencetime management
Certifications
Bachelor's degree (preferred)