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Analyst/Senior Analyst, Account Services
Hiive LLC
Vancouver, CAN
Full Time
Mid
Hybrid
6 days ago
Customer SupportOnboardingProcess ImprovementDocumentationKnowledge Base ManagementTechnical Aptitude
Free
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Customer SupportOnboardingProcess Improvement
About the Role
Hiive is seeking an Analyst/Senior Analyst for Account Services to shape customer experience on their private company liquidity platform. The role involves onboarding support, process improvements, and knowledge base management.
Key Skills for This Role
Customer SupportOnboardingProcess ImprovementDocumentationKnowledge Base ManagementTechnical Aptitude
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 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
- 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, take ownership and work with a strong sense of 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
About Hiive
- Hiive is redefining how private companies and their shareholders access liquidity through an institutional grade platform.
- Recognized as one of Canada’s fastest growing companies, backed by leading U.S. investors.
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.
- Helping refine internal processes, write documentation, and support Account Services initiatives, including building a self serve experience by writing and maintaining Hiive’s knowledge base.
- Amplifying the voice of the customer, sharing actionable feedback with Product and Sales & Trading.
- 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 through employee stock option plan.
- Comprehensive 100% employer paid health & dental premiums and Health/Personal Spending Account for Canadian employees.
- If based in Vancouver, enjoy a dedicated desk in our Vancouver HQ with onsite gym and rooftop amenity.
- CAD 20 per day commuter benefit for every day you work in our Vancouver HQ.
- Engaging social calendar including catered lunches, Friday bar, team workouts, annual parties, retreats.
- 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.
AI, Automated Tools, And Applicant Privacy Notice
- Hiive may use automated tools, including AI, to assist in screening applications and evaluating candidate qualifications.
- We collect, use, and analyze personal information for recruitment, evaluation, and compliance purposes.
- We take reasonable steps to evaluate and monitor our hiring tools to promote fairness.
- Depending on your location, you may have certain rights with respect to your personal information.
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