Senior Analyst, Account Services

Hiive
Vancouver
Workplace: OnsiteFull timeCAD 100,000 - 125,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 2-3 yearsSkills: ["Communication","Collaboration","Problem-solving","Customer orientation","Detail-oriented"]

Senior Analyst, Account Services to improve onboarding and customer support for a fintech marketplace. You will maintain onboarding processes, support customers via email, identify friction points in daily workflows, write and maintain knowledge base content, amplify customer feedback to Product and Sales & Trading, and help implement onboarding lifecycle emails and videos to enhance the user journey.

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FursaFursa
Hiive
Hiive
6 months ago

Senior Analyst, Account Services

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Last checked: 8 hours agoStatus: Live

Job Summary

Senior Analyst, Account Services to improve onboarding and customer support for a fintech marketplace. You will maintain onboarding processes, support customers via email, identify friction points in daily workflows, write and maintain knowledge base content, amplify customer feedback to Product and Sales & Trading, and help implement onboarding lifecycle emails and videos to enhance the user journey.
Location: Vancouver
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key 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 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.

Pay and Benefits

Salary: CAD 100,000 - 125,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalEquityCommuter Benefits

Key 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, 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.
Experience:2-3 yearsFintechSaaSMarketplace
Skills:CommunicationCollaborationProblem-solvingCustomer orientationDetail-oriented
Tech Stack:EmailKnowledge baseCRMOnboarding

Company Brief

Hiive
Hiive operates an electronic marketplace for buying and selling shares of venture-backed, pre-IPO companies, providing price discovery, order-book liquidity and transaction infrastructure for private secondary markets.
Industry: Trading Platforms
Company Size: Medium (51 to 250 employees)
Growth: Early Stage Startup
Valuation: USD 50M to 100M
Funding: Series A
Headquarters: Vancouver, Canada
Founded: 2021
Glassdoor
Glassdoor: 4.6
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