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Project Coordinator, Project Operations
Job Description:
- 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
- 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 (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.
Benefits:
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work hours