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

UserTesting • Remote - Ontario, ON

15d

About The Position

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 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.

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

Nice To Haves

• 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

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

Benefits

• We enable enterprises to understand their customers’ perspectives, delivering authentic customer insights quickly and reliably.
• We are builders and listeners who move fast, think deeply, and act with intention.
• We operate at the intersection of technology and empathy, helping the world’s leading brands replace guesswork with confidence.
• Nothing meaningful is built in isolation. Not great products. Not great companies. And not great cultures.
• We’re creating an environment where curiosity is expected, impact is shared, and human understanding isn’t just what we sell. It’s how we work.
• The same curiosity and empathy we bring to understanding our customers, we bring to understanding each other.
• Building better products starts with building a culture where people feel seen, heard, and valued.
• Community in action: Our Employee Resource and Affinity Groups, including AccessAbled@UT, Black@UT, Hola@UT, LGBTQIA@UT, Women@UT, and others, create spaces for connection, dialogue, and shared learning across our global team.
• They amplify voices, strengthen leadership, and ensure diverse perspectives shape the decisions we make every day.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree