Analyst/Senior Analyst, Account Services
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Key skills for this role
About the Role
Hiive is seeking an Analyst/Senior Analyst, Account Services to play a key role in shaping the customer experience. You will maintain critical operational processes, support customers via email, identify friction points, and help refine internal processes.
Key Skills for This Role
Responsibilities
- Maintain critical operational processes to ensure efficient, compliant, and timely onboarding for Hiive users
- Support customers directly via email, providing timely product guidance and technical support
- Identify and raise friction points in daily onboarding workflows and advocate for implementing process improvements
- Help refine internal processes, write documentation, and support Account Services initiatives, including building a self serve experience by writing and maintaining Hiive’s knowledge base
- Amplify the voice of the customer, sharing actionable feedback with Product and Sales & Trading to advocate for enhancements
- Help implement Hiive’s onboarding experience through lifecycle emails, education, and videos
Requirements
- 2 3 years of experience in a customer facing or operational role, ideally within a SaaS or financial technology environment
- Solid technical aptitude and the ability to quickly learn and adapt to new tools, systems, and workflows
- Proactive and solution oriented mindset, with a strong sense of ownership and urgency
- Excellent communication and collaboration skills
- Curious and detail oriented, able to spot problems or friction in workflows and suggest improvements
- Customer first mentality
- Nice to have: experience writing and maintaining content for a customer knowledge base or lifecycle communication
Full Job Posting
Role Overview
- As an Analyst/Senior Analyst, Account Services at Hiive, you’ll play a key role in shaping the experience of every customer who joins our platform.
- You’ll work alongside your team to drive iterative and scalable improvements to Hiive’s user support and onboarding experiences.
In This Role, Your Responsibilities Will Include
- Maintaining critical operational processes to ensure efficient, compliant, and timely onboarding for Hiive users.
- Supporting customers directly via email, providing timely product guidance and technical support.
- Identifying and raising friction points in daily onboarding workflows and advocate for implementing process improvements that boost operational efficiency.
- Helping refine internal processes, write documentation, and support Account Services initiatives, including building a self serve experience for both external and internal users by writing and maintaining Hiive’s knowledge base.
- Amplifying the voice of the customer, sharing actionable feedback with Product and Sales & Trading to advocate for enhancements.
- Helping implement Hiive’s onboarding experience through lifecycle emails, education, and videos.
Required Skills
- 2 3 years of experience in a customer facing or operational role, ideally within a SaaS or financial technology environment.
- Solid technical aptitude and the ability to quickly learn and adapt to new tools, systems, and workflows.
- Proactive and solution oriented mindset, you take ownership and work with a strong sense of urgency.
- Excellent communication and collaboration skills, with the ability to work effectively with team members.
- Curious and detail oriented, able to spot problems or friction in workflows and suggest potential improvements.
- Customer first mentality. You are focused on understanding user needs to deliver meaningful support and solutions.
- Nice to have experience writing and maintaining content for a customer knowledge base or lifecycle communication (e.g., email campaigns).
Compensation, Benefits & Perks
- Highly competitive salary commensurate with experience and contribution.
- Opportunity to participate in ownership of a rapidly growing company through our employee stock option plan.
- Comprehensive 100% employer paid health & dental premiums and a Health/Personal Spending Account for Canadian employees.
- If you are based in Vancouver, enjoy a dedicated desk in our Vancouver, BC HQ, in the heart of downtown, with a fridge stocked with healthy snacks and drinks, an onsite gym, and a gorgeous rooftop amenity.
- Enjoy a CAD 20 per day commuter benefit for every day you work in our Vancouver HQ.
- An engaging social calendar, including bi weekly catered lunches, bi weekly “Friday bar,” team workouts, annual summer party, and holiday party, two “onsite” all team retreats each year, semi annual team building events, and Hiive Women’s Network events.
- Significant opportunities for growth into team leadership and management roles.
- Entrepreneurial culture and a small and dynamic team.
- Sponsorship, immigration, and relocation for exceptional candidates.
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