Project Coordinator

This is a fully remote position, open to applicants in Canada.

📋 Description

• Evaluate and perform quality assurance on research requests submitted by customers to ensure readiness for recruitment.

• Initiate and oversee participant recruitment via the User Interviews platform.

• Handle a significant number of ongoing recruitment requests at once, consistently adhering to launch schedules.

• Track recruitment progress and proactively identify any potential challenges or delays.

• Provide updates on projects, timelines, and recommendations to clients through Zendesk email and live chat.

• Address a high volume of incoming customer inquiries and requests with clarity, empathy, and efficiency.

• Capable of managing multiple conversations concurrently while ensuring quality and prompt responses.

• Act as a product specialist by keeping informed about platform features and best practices.

• Collaborate with cross-functional teams to resolve issues and facilitate smooth project execution.

• Assist with queue management to ensure timely responses and compliance with service level agreements (SLAs).

• Recognize opportunities to enhance internal workflows and improve customer experience.

⛳️ Requirements

• Minimum of 1 year of experience in a customer-facing or operations position (e.g., customer support, service delivery, project coordination, or related fields).

• Availability to work a Monday to Friday schedule from 12:00 PM to 9:00 PM ET / 9:00 AM to 6:00 PM PT.

• Proficient in using Zendesk or a comparable ticketing system to manage a high volume of customer requests.

• Demonstrated ability to handle 20 to 50 or more tickets, requests, or cases daily (or a similar high-volume workload) across various channels, including chat, email, and ticketing systems.

• Experience in managing multiple requests or cases simultaneously in a fast-paced environment.

• Excellent written and verbal communication skills, with the ability to establish trust and credibility with clients.

• Highly organized with a strong emphasis on detail.

• Proactive and solution-oriented mindset with robust problem-solving abilities.

• Comfortable working in a queue or ticket-driven environment with changing priorities and SLAs.

• Bachelor's degree preferred but not mandatory.

• Experience in a startup or high-growth setting is a plus.

• Proven experience managing a substantial volume of customer requests or operational workflows.

🏝️ Benefits

• Accommodations available for candidates.

• Equal Opportunity Employer.