User Research Analyst

Hi there! We are South and our client is looking for a User Research Analyst! Note To Applicants • Eligibility: This position is open to candidates residing in Latin America. • Application Language: Please submit your CV in English. Applications submitted in other languages will not be considered. • Professional Presentation: We encourage you to showcase your professional experience by including a Loom video in the application form. While this is optional, candidates who provide a video presentation will be given priority. • Note: If you're hired for this role, you may be asked to update your LinkedIn profile :) About The Company Our client is an innovative technology company transforming how businesses manage customer operations through modern, AI-powered tools that streamline workflows, service delivery, and customer communication. Their platform enables companies to respond faster, operate more accurately, and deliver a consistently high-quality customer experience by combining intelligent automation with hands‑on human support. About The Role We are seeking an experienced User Research Analyst to sit at the intersection of product, engineering, and user experience, serving as the real‑time heartbeat of product quality and customer feedback. This role is ideal for someone who is highly customer‑obsessed, technically curious, and operationally strong—someone who enjoys investigating problems, speaking directly with users, and helping teams resolve issues quickly and accurately. You will be responsible for monitoring product health, triaging issues, and ensuring customers feel supported when something goes wrong. You will play a critical role in maintaining product reliability, improving user experience, and ensuring engineering teams have the context they need to fix issues fast. Key Responsibilities • Monitor product health in real time using tools such as error tracking systems, session replay tools, and internal bug and production channels. • Triage issues as they arise by reproducing bugs, validating severity, and communicating clear, actionable context to engineering. • Proactively reach out to customers when issues occur to diagnose problems, gather details, and ensure users feel supported. • Own the first‑response loop for errors, regressions, broken workflows, and unexpected product behavior. • Collaborate closely with engineering to drive fast, accurate resolutions and maintain high product quality. • Document recurring issues, create clear troubleshooting steps, and surface opportunities for product and workflow improvements. Requirements • Experience in technical customer support, support operations, QA, or a customer‑facing product role. • Strong ability to debug and reproduce issues from vague, incomplete, or non‑technical user reports. • Excellent written and verbal communication skills with a concise, empathetic, and professional tone. • Strong bias for action with relentless follow‑up and closed‑loop ownership of issues. • High‑ownership, low‑ego mindset with a focus on reliability and accountability. • Comfort working fully remotely in a fast‑iteration, async communication environment. Preferred Qualifications • Familiarity with tools such as Sentry, LogRocket, Pylon, Intercom, Zendesk, or similar observability and support platforms. • Experience supporting B2B SaaS products or automation‑heavy workflow tools. • Comfort interpreting technical information and working closely with engineering teams. Why Join • Opportunity to play a critical role in maintaining product quality and customer trust in a fast‑growing SaaS environment. • Direct exposure to real‑time product issues and meaningful influence on product improvements. • High level of ownership and visibility within a lean, high‑performing team. • Fully remote work environment with long‑term growth and expanding responsibilities. • Competitive compensation aligned with experience and performance. Compensation USD 1,000 – 2,000 Industry SaaS / Technology / Product Operations / Customer Experience If this opportunity sounds good to you, send us your resume! Apply tot his job