Analyst/Senior Analyst, Customer Operations
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Hiive seeks an Analyst/Senior Analyst, Customer Operations to shape the customer experience on its platform for secondary transactions in private companies. The role involves maintaining operational processes, supporting customers via email, identifying friction points, and refining 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 process improvements
- Help refine internal processes, write documentation, and support Customer Operations initiatives
- 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, 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, focused on understanding user needs to deliver meaningful support
Full Job Posting
Role Overview
- As an Analyst/Senior Analyst, Customer Operations 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.
- Helping refine internal processes, write documentation, and support Customer Operations initiatives, including building a self serve experience.
- 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.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Hiive
Analyst/Senior Analyst, Account Services
Vancouver, CAN
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,
Analyst/Senior Analyst, Account Services
Vancouver, CAN
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 identi
Senior Analyst, Sales & Trading
Vancouver, CAN
Hiive is looking for a Senior Analyst in Sales & Trading to serve as a front-line team member guiding clients through secondary transactions on their platform. The role blends client-facing and operational duties, managi
Director of Product Management
Vancouver, CAN
Hiive is looking for a Director of Product Management to lead product strategy and scale the product organization. Reporting to an industry veteran, you will refine the SDLC, mentor PMs, and ensure the engineering team s
Product Designer
Vancouver, CAN
Hiive is looking for a Product Designer to join its fast-growing product team. You will lead design of product features from concept to high-fidelity execution, collaborate with cross-functional teams, and conduct user r
Analyst/Senior Analyst, Account Services
Vancouver, CAN
Analyst/Senior Analyst, Account Services
Vancouver, CAN
Senior Analyst, Sales & Trading
Vancouver, CAN
Director of Product Management
Vancouver, CAN
Product Designer
Vancouver, CAN