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 shape customer experience on their platform. The role involves maintaining operational processes for user onboarding, providing customer support, and identifying process improvements.
Key Skills for This Role
Responsibilities
- 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 advocating for 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 to advocate for enhancements
- Helping 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 ability to quickly learn and adapt to new tools, systems, and workflows
- Proactive and solution oriented mindset, with ownership and 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
Full Job Posting
About Hiive
- Hiive is redefining how private companies and their shareholders access liquidity.
- Through its institutional grade platform, Hiive brings together buyers, sellers, and issuers to facilitate secondary transactions in venture backed, pre IPO companies.
- Recognized as one of Canada’s fastest growing companies and 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 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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