Senior Analyst, Customer Operations

Hiive
Vancouver
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 2-3 yearsSkills: ["Communication","Collaboration","Problem-solving","Customer-focus","Attention to detail"]

Senior Analyst, Customer Operations at Hiive drives scalable onboarding and customer support improvements in a fintech marketplace. You’ll maintain onboarding processes, assist customers via email, identify friction points, write knowledge base content, and relay customer feedback to Product and Sales & Trading to enhance the user experience from end to end.

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Hiive
Hiive
6 months ago

Senior Analyst, Customer Operations

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Last checked: 9 hours agoStatus: Live

Job Summary

Senior Analyst, Customer Operations at Hiive drives scalable onboarding and customer support improvements in a fintech marketplace. You’ll maintain onboarding processes, assist customers via email, identify friction points, write knowledge base content, and relay customer feedback to Product and Sales & Trading to enhance the user experience from end to end.
Location: Vancouver
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key 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 that boost operational efficiency.
  • •Help refine internal processes, write documentation, and support Customer Operations initiatives, including building a self-serve knowledge base for external and internal users.
  • •Amplify the voice of the customer by sharing actionable feedback with Product and Sales & Trading to advocate for enhancements.

Pay and Benefits

Perks:Health InsuranceDentalEquityCommuter BenefitsRelocationSponsorship

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 with ownership and urgency
  • •Excellent communication and collaboration skills
  • •Curious and detail-oriented, able to spot problems or friction in workflows and suggest improvements
Experience:2-3 yearsFintechSaaSMarketplace
Skills:CommunicationCollaborationProblem-solvingCustomer-focusAttention to detail
Languages:English

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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