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

We’re UserTesting—the leader in human insight. Our mission is to help organizations craft exceptional customer experiences through fast, actionable feedback.We empower teams to build the best products and experiences by embedding real human perspectives into every stage of the development process—from ideation to launch. With the world’s strongest participant network, AI-powered analysis, expert services, and seamless integrations, we help companies eliminate guesswork, align stakeholders, and bring customer needs into sharp focus.Trusted by more than 3,000 organizations worldwide—including 75 of the Fortune 100—UserTesting delivers measurable business outcomes, reduces risk, and helps teams deliver with confidence. Joining our team means being part of a passionate group focused on transforming how companies understand and connect with their customers.Let’s build experiences people love—together.The OpportunityAt 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.ResponsibilitiesReview and QA customer-submitted research requests to ensure they are ready for recruitmentAbility 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 platformManage a high volume of active recruitment requests simultaneously, consistently meeting launch timelinesMonitor recruitment progress and proactively flag potential issues or delaysCommunicate 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 efficiencyAbility to manage concurrent conversations while maintaining quality and response speed Serve as a product expert by staying current on platform features and best practicesCollaborate with cross-functional teams to resolve issues and ensure smooth project executionAssist with queue coverage, ensuring timely responses and SLA adherenceIdentify opportunities to improve internal workflows and customer experienceRequirements1+ 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 environmentStrong written and verbal communication skills with the ability to build trust and credibility with customersHighly organized with strong attention to detailProactive, solution-oriented mindset with strong problem-solving skillsComfortable working in a queue or ticket-driven environment with shifting priorities and SLAsBachelor’s degree preferred but not requiredExperience working in a startup or high-growth environmentExperience managing a high volume of customer requests or operational workflowsDon’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 ProcessMeet with a RecruiterMeet the Hiring ManagerParticipate in a Panel InterviewFinal Interview (if applicable)Offer StageAccommodationsAt UserTesting, we’re commi