Project Coordinator - SaaS Platform - Remote
Hourly rate: £20 - £30
Duration: 12 months
Start: ASAP
We are looking for a Project Coordinator that would play a key role throughout the journey that new customers embark on when they choose us. That includes participating in and following up the project kick-off, onboarding the client, and supporting the project until the go-live. It will be your job to ensure that the support experienced by our customers is world-class: proactive, responsive, and effective. You will work with experts that will overlook the project and will help with problem-solving and stakeholder management. You are expected to be the 'spider in the web', who brings together all the necessary stakeholders on the customer side.
Project Coordinator, working hours: 8am to 5pm or 9am to 6pm CET, Sunday to Thursday. Initial contract ca. 30 hours a week with possibility of ramp-up to 40 hours -primarily based on performance.
Key Responsibilities
- Act as first-line contact for customers using our learning platform.
- Drive successful implementations, and troubleshoot issues asynchronously: reproducing issues, documenting steps, and collecting screenshots/logs
- Provide technical and configuration support; respond to customer questions via email and other async channels in clear, simple language.
- Run 1:1 trainings, onboarding sessions, kick-offs, and troubleshooting calls to support effective customer adoption.
- Use existing project and training templates to help customers structure rollouts and learning programs.
- Create or adapt light-weight training materials where needed.
- Schedule meetings, prepare agendas, and share concise recaps with next steps.
- Collect structured bug reports and product feedback, highlighting recurring patterns and pain points.
- Handle customer escalations proactively and manage expectations around scope, timelines, and resources.
- Help customers and partners interpret analytics to understand learner behaviour and improve training effectiveness.
Must-Haves
- 2+ years in project management, customer success, customer support, or similar client-facing roles working with external customers or partners (not only internal users).
- Experience with a SaaS platform and remote work tools (e.g. Slack, Google Drive, Teams)
- Native-level English, with a knack for explaining technical or abstract topics in clear, accessible language.
- Comfortable navigating a modern SaaS environment and learning new product functionality quickly.
- Comfortable working in a remote-first, async-heavy environment, collaborating across teams and time zones.
- Hands-on use of at least one project management tool (e.g. Jira, Asana, Trello, Monday.com, Notion) to track tasks and share updates.
- Comfortable working with a learning platform or similar product: testing features, identifying configuration issues, and experimenting with functionality to help customers (no coding required).
- Comfortable reading simple analytics/dashboards and using spreadsheets to spot trends.
- Willingness to work across a wide variety of subjects and use cases.
Nice-to-Haves
- Demonstrated experience using AI tools to support customer workflows, documentation, support, or internal processes.
- Interest in Learning & Development, customer education, or enablement
- Experience with LMS/LXP or other learning platforms
- Experience working with international/multinational customers or in a global company with cross-timezone collaboration
*Rates depend on experience and client requirements