Analyst/Senior Analyst, Customer Operations at hiive.
About the role At hiive, we operate a secondary market platform that facilitates the trading of venture-backed, pre-IPO shares. In this role, you will be pivotal in managing the onboarding process for users and providing ongoing support to ensure that our platform remains productive and user-friendly for all stakeholders involved. Your contributions will help maintain a seamless experience for our users, enhancing their engagement with our services.
Key facts Location: Vancouver, BC (Headquarters) Engagement: Full-Time, On-Site Compensation: CA$85,000 - CA$125,000 plus equity Team: Account Services
What you'll do Implement onboarding processes to ensure user registration is both compliant and efficient, minimizing delays.
Handle direct inquiries from customers via email, providing them with technical assistance and product-related support.
Identify and analyze workflow bottlenecks, suggesting modifications to enhance operational efficiency and speed.
Develop and maintain internal documentation as well as external knowledge base articles to facilitate user self-service options.
Communicate user feedback to the Product & Sales & Trading teams to inform future enhancements to the platform.
Create lifecycle communications that include educational materials and video tutorials, assisting users in navigating the platform effectively.
Collaborate with cross-functional teams to ensure that customer insights are integrated into product development and service improvements.




Monitor user engagement metrics and provide insights to improve the overall customer experience on the platform.
Requirements A minimum of 2-3 years of experience in operations or customer-facing roles, ideally within the fintech or SaaS sectors.
Demonstrated technical proficiency with the ability to quickly learn and adapt to new software and systems.
A proactive mindset with strong problem-solving skills and a high degree of ownership over tasks and responsibilities.
Excellent verbal and written communication abilities, enabling effective interaction with diverse stakeholders.
Keen attention to detail, with the capability to pinpoint process inefficiencies and recommend improvements.
A user-focused approach, committed to delivering effective and practical solutions that enhance customer satisfaction.
Nice to have Previous experience in creating content for knowledge bases or managing email lifecycle marketing campaigns.
Familiarity with customer support software and tools, enhancing the efficiency of user interactions.
Experience in workflow optimization techniques that can streamline operations and improve service delivery.
Skills & tools Proficient in customer support software for managing inquiries and support tickets.




Knowledge of documentation and content management systems for creating and maintaining user resources.
Experience with workflow optimization tools to identify and eliminate inefficiencies in processes.
Familiarity with email marketing tools to manage user communications effectively.
Practical notes Employees in Canada benefit from 100% employer-paid health and dental insurance premiums, along with a spending account for additional health-related expenses.
Staff based in the United States have access to an employer-subsidized benefits program tailored to their needs.
Employees located in Vancouver receive a daily commuter benefit of $20, as well as access to an onsite gym and rooftop amenities for relaxation and socialization.
The company promotes a vibrant workplace culture by providing bi-weekly catered lunches, organizing social events, and hosting two annual team retreats to foster team bonding.
Hiive is committed to attracting top talent and offers sponsorship, immigration, and relocation support for exceptional candidates.
The recruitment process may utilize AI-assisted screening tools to enhance the efficiency of candidate evaluation while ensuring human oversight in decision-making.
Join us at hiive, where you will play a crucial role in shaping the user experience on our innovative platform. Your expertise and dedication will help us continue to provide exceptional service to our customers in the dynamic world of venture-backed trading.

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📌 Analyst/Senior Analyst, Customer Operations (British Columbia)
🏢 Hiive
📍 British Columbia