Project Coordinator

UserTesting

5d

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 is Monday–Friday 12:00PM - 9:00PM ET/ 9:00AM–6:00PM PT. In this role, you'll support customers and active research projects during afternoon and evening business hours, helping ensure timely project launches, participant recruitment, and responsive customer communication. 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 Monday–Friday schedule, 12:00 PM–9:00 PM ET/9:00 AM–6:00 PM PT
• 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
• 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

• 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.

What This Job Offers

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