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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.
