Project Coordinator, Project Operations (Thursday - Monday 9-6pm ET)
WFA Digital Insight
As demand for remote work arrangements continues to grow, companies are increasingly looking for professionals who can manage complex projects from a distance. With a 25% increase in remote job postings in the last year, skilled project coordinators are in high demand. UserTesting, a leader in human insight, is no exception. To succeed in this role, candidates should have excellent organizational skills, experience with customer-facing platforms, and the ability to work independently. Before applying, consider your ability to manage multiple requests simultaneously and your familiarity with tools like Zendesk.
Job Description
About the Role
The Project Coordinator role at UserTesting is an exciting opportunity for a highly organized and customer-focused individual to join a team of professionals dedicated to delivering exceptional customer experiences. As a key member of the Project Operations team, you will be responsible for coordinating participant recruitment and managing incoming project requests through the UserTesting platform. Your work will directly impact the quality of insights that customers rely on to build better products and experiences.The role involves working independently on weekends with minimal oversight, exercising sound judgment in prioritizing project launch and researcher requests. You will need to be self-motivated, able to manage multiple requests simultaneously, and have excellent communication skills to ensure seamless customer experiences.
UserTesting is committed to creating a work environment that is inclusive, supportive, and empowering. As a Project Coordinator, you will be part of a passionate team that values collaboration, innovation, and customer satisfaction.
What You Will Do
- Review and QA customer-submitted research requests to ensure they are ready for recruitment
- Launch and coordinate participant recruitment through the UserTesting 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
- 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
What We Are Looking For
- 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 across multiple channels
- Strong written and verbal communication skills
- Ability to work independently with minimal oversight
- Experience with live chat support is a plus
- Familiarity with managing multiple requests or cases simultaneously in a fast-paced environment
Nice to Have
- Experience in the market research or customer experience industry
- Knowledge of project management principles and methodologies
- Certification in customer support or a related field
- Familiarity with AI-powered analysis and expert services
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading company in the human insight industry
- Collaborative and supportive work environment
- Professional development opportunities
- Flexible work arrangements, including remote work options
- Access to cutting-edge technology and tools
- Recognition and reward for outstanding performance
- Comprehensive health and wellness programs
- Generous PTO and holiday schedule
How to Stand Out
- Develop your skills in using Zendesk or similar ticketing platforms to manage high volumes of customer requests.
- Create a portfolio that showcases your experience in customer-facing or operations roles, highlighting your ability to work independently and manage multiple requests simultaneously.
- Prepare to discuss your experience with live chat support and how you handle high-pressure situations in a fast-paced environment.
- Be ready to ask questions about the company culture, opportunities for growth, and the team you will be working with.
- Consider highlighting any experience you have with project management principles, market research, or customer experience industry knowledge.
- When negotiating salary, be prepared to discuss your expectations based on industry standards and your level of experience.
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