Analyst/Senior Analyst, Account Services at hiive. About the role Hiive is revolutionizing the way private companies and their shareholders access liquidity by building an innovative secondary market platform that connects buyers and sellers in the private equity space. This position sits at the heart of the customer experience, where you will be responsible for streamlining the onboarding process while delivering exceptional support to an expanding user base. You will serve as a critical bridge between customers and internal teams, ensuring that every interaction reflects the company's commitment to excellence. The role offers significant opportunity to shape operational processes and directly influence how users experience the platform from their very first interaction.
Key facts Location: Vancouver, BC (HQ)
Engagement: Full-time, Onsite
Compensation: CA$85,000 - CA$125,000 annually plus equity participation
Team: Account Services
What you'll do Oversee and execute day-to-day operational activities to ensure user onboarding processes remain fully compliant with regulatory requirements while maintaining maximum efficiency throughout the customer journey.
Deliver responsive and knowledgeable technical assistance to customers primarily through email correspondence, guiding them through platform features and resolving issues promptly.
Continuously analyze onboarding workflows to identify areas of friction or bottlenecks, then design and implement process enhancements that improve the overall user experience.
Author, maintain, and regularly update comprehensive internal documentation and customer-facing knowledge base resources that enable users to find answers independently.
Serve as the voice of the customer by systematically gathering and synthesizing user feedback, then communicating actionable insights to Product and Sales & Trading teams to inform platform development priorities.
Conceptualize, develop, and deploy lifecycle communication strategies including educational materials, instructional video content, and targeted email marketing campaigns designed to engage users at every stage.
Collaborate cross-functionally with compliance, engineering, and business development teams to ensure seamless coordination on customer-related initiatives and platform updates.
Track and report on key performance metrics related to onboarding completion rates, customer satisfaction scores,



and support ticket resolution times to measure operational effectiveness.
Proactively identify opportunities to automate repetitive tasks and implement scalable solutions that support the company's growth trajectory.
Participate in quality assurance reviews of customer communications to maintain consistency in tone, accuracy, and brand alignment across all touchpoints.
Contribute to the development of training materials and onboarding resources for recent team members joining the Account Services function.
Stay informed about industry trends, competitor offerings, and regulatory changes in the private securities market to ensure support practices remain current and relevant.
Requirements Minimum of two to three years of professional experience in an operational, customer success, or client-facing role, with preference given to candidates who have worked within fintech, financial services, or SaaS environments.
Demonstrated technical proficiency with the capacity to rapidly learn and navigate new software systems, internal tools, and complex operational workflows.
Self-motivated problem-solver who takes initiative and assumes full ownership of assigned responsibilities without requiring constant supervision or direction.
Excellent written and verbal communication abilities with proven success collaborating effectively across multiple departments and stakeholder groups.
Meticulous attention to detail combined with a natural inclination to identify process gaps, inefficiencies, or errors and take corrective action.
Genuine commitment to delivering outstanding customer experiences with a service-oriented mindset that prioritizes user needs in every interaction.
Ability to thrive in a fast-paced, dynamic environment where priorities may shift and adaptability is essential for success.
Strong organizational skills with the capacity to manage multiple concurrent projects while meeting deadlines consistently.
Nice to have Previous experience building, organizing,



or managing content within customer-facing knowledge bases, help centers, or self-service support portals.
Background in designing and executing lifecycle email marketing campaigns, including segmentation strategies and performance optimization.
Familiarity with private markets, secondary trading, or equity compensation structures that would accelerate your understanding of the platform and customer needs.
Experience working with customer support platforms, CRM systems, or marketing automation tools commonly used in technology companies.
Understanding of compliance requirements and regulatory frameworks applicable to financial services or securities transactions.
Skills & tools Customer support operations and ticket management
Technical documentation and knowledge base creation
Workflow analysis and process optimization
SaaS platform navigation and administration
Email marketing and lifecycle communication development
Cross-functional collaboration and stakeholder management
Data analysis and performance reporting
Fintech or financial services platform familiarity
Practical notes Canadian employees receive fully employer-covered health and dental insurance premiums at one hundred percent, eliminating out-of-pocket costs for essential coverage.
Additional health and personal spending accounts are provided to support wellness expenses and lifestyle needs beyond standard benefits.
Team members based in Vancouver receive a twenty dollar daily commuter benefit to offset transportation costs associated with working from the headquarters location.
The office environment features attractive amenities including a fully equipped onsite fitness facility, rooftop terrace access, and regularly stocked snacks and refreshments.
Company culture emphasizes team connection through bi-weekly catered lunches, Friday afternoon social gatherings at the office bar, and two comprehensive team retreats held annually.
Hiive provides sponsorship, immigration assistance, and relocation support packages for exceptional candidates who require visa arrangements or are moving from other locations.
The company employs artificial intelligence tools as part of the initial application screening and evaluation process, though all final hiring determinations are made exclusively by human decision-makers.

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📌 Analyst/Senior Analyst, Account Services (British Columbia)
🏢 Hiive
📍 British Columbia