Project Coordinator, Project Operations (Thursday - Monday 9-6pm ET)

The Opportunity

At UserTesting, we help organizations create experiences people love. Through our User Interviews business, we connect teams with the right participants so they can gather meaningful insights and make confident, customer-led decisions.

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. During weekends, you'll work independently to launch studies, proactively support active projects, and fulfill customer requests that come in outside of standard business hours.

This role is ideal for someone who thrives in fast-paced, high-volume environments, enjoys managing a large volume of concurrent requests (often 20–50+ at a time), and is motivated by delivering seamless customer experiences. Your work directly supports the quality of insights our customers rely on to build better products and experiences.

Responsibilities

• 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

Don’t meet every single requirement but excited about the role? We encourage you to apply. Research shows that some candidates are less likely to apply unless they meet 100% of the qualifications—but you may be exactly who we’re looking for. Diverse perspectives drive innovation, and we’re committed to building a team with a wide range of backgrounds, experiences, and skills.

Application Process

• Meet with a Recruiter

• Meet the Hiring Manager

• Participate in a Panel Interview

• Final Interview (if applicable)

• Offer Stage

Accommodations

At UserTesting, we’re committed to creating inclusive and accessible experiences for all candidates. We believe diverse perspectives are essential to building exceptional products and experiences. If you require accommodations or would like us to tailor the interview process to better meet your needs, please contact us at [email protected].

UserTesting 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.  UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.