Project Coordinator, Project Operations

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

📋 Description

• Review and ensure quality assurance for customer-submitted research requests, confirming their readiness for recruitment.

• Demonstrate the ability to work autonomously on weekends with minimal supervision, applying sound judgment to prioritize project launches and researcher inquiries.

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

• Handle a significant number of active recruitment requests concurrently, consistently adhering to launch timelines.

• Track recruitment progress and proactively identify potential issues or delays.

• Provide customers with project updates, timelines, and recommendations through Zendesk email and live chat.

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

• Manage multiple conversations simultaneously while maintaining quality and response time.

• Act as a product expert by keeping up-to-date with platform features and best practices.

• Collaborate with cross-functional teams to resolve issues and ensure seamless project execution.

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

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

⛳️ Requirements

• A minimum of 1 year of experience in a customer-facing or operational role (e.g., customer support, service delivery, project coordination, or similar).

• Availability to work a Thursday to Monday schedule (9:00 AM–6:00 PM ET), including weekends.

• Experience with Zendesk or a similar ticketing system to handle a high volume of customer requests; live chat support experience is advantageous.

• Proven capability to manage 20–50+ tickets, requests, or cases daily (or a comparable high-volume workload) across multiple channels such as chat, email, and ticketing systems.

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

• Strong written and verbal communication skills, capable of building trust and credibility with customers.

• Highly organized with a keen attention to detail.

• Proactive, solution-oriented mindset accompanied by strong problem-solving abilities.

• Comfortable operating in a queue or ticket-driven environment with fluctuating priorities and SLAs.

• A bachelor’s degree is preferred but not mandatory.

• Experience in a startup or high-growth setting.

• Background in managing a high volume of customer requests or operational workflows.

🏝️ Benefits

• N/A