Analyst / Sr Analyst, Account Services

Job summary

The role focuses on managing the user onboarding process and providing direct technical support to customers via email. It also involves refining internal documentation, maintaining the knowledge base, and collaborating with Product and Sales teams to improve the user experience.

Job details

Hiive is redefining how private companies and their shareholders access liquidity. Through its institutional-grade platform, Hiive brings together buyers, sellers, and issuers to facilitate secondary transactions in venture-backed, pre-IPO companies, introducing efficiency, transparency, and standardization to an otherwise opaque asset class. Recognized as one of Canada’s fastest-growing companies and backed by leading U.S. investors, Hiive is profitable, well-capitalized, and building a high-performance team to meet growing demand and pursue new market opportunities. Interested in learning more about life at Hiive? Check out our careers page to see how you can grow with us! As a Customer Service Representative (Analyst/Senior Analyst, Account Services) 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 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. 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 (e.g., email campaigns). Compensation: Highly competitive compensation commensurate with experience and contribution. Vancouver, BC: $85,000-$125,000 For this role, the estimated total compensation range is listed above. The actual base salary, variable bonus (if applicable), and options grant will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the range for this role may be modified. Benefits & Perks: Opportunity to participate in ownership of a rapidly growing company through our employee stock option plan. Comprehensive 100% employer-paid health & dental premiums and a Health/Personal Spending Account for Canadian employees. (An employer-subsidized benefits program is available for US-based team members). If you are based in Vancouver, enjoy a dedicated desk in our Vancouver, BC HQ, in the heart of downtown, with a fridge stocked with healthy snacks and drinks, an onsite gym, and a gorgeous rooftop amenity. Vancouver based employees enjoy a $20-per-day commuter benefit for every day you work in our downtown HQ. An engaging social calendar, including bi-weekly catered lunches, bi-weekly “Friday bar,” team workouts, annual summer party, and holiday party, two “onsite” all-team retreats each year, semi-annual team-building events, and Hiive Women’s Network events. Significant opportunities for growth into team leadership and management roles. Entrepreneurial culture and a small and dynamic team. Sponsorship, immigration, and relocation for exceptional candidates. Hiive is committed to fostering an inclusive workplace where all individuals have an opportunity to succeed. AI, automated tools, and applicant privacy notice: As part of our recruitment and hiring process, Hiive may use automated tools, including artificial intelligence (AI), to assist in screening applications, evaluating candidate qualifications, and supporting interview processes. These tools are designed to support and inform human decision-making and are not used as the sole basis for any employment decision. We may collect, use, and analyze personal information you provide in connection with your application, including generating insights or inferences to assess job-related qualifications. This information is used for recruitment, evaluation, and compliance purposes in accordance with applicable law. We take reasonable steps to evaluate and monitor our hiring tools and practices to promote fairness, consistency, and non-discrimination. Where required by applicable law - including in Ontario, Quebec, New York City, Illinois, and California - we conduct or rely on assessments such as bias audits, honor rights related to automated decision-making, and provide additional disclosures on request. Depending on your location, you may have certain rights with respect to your personal information and the use of automated processing, including the right to request access to, correction of, or deletion of your information, or to receive additional information about our data practices. We honor such rights where required by applicable law. For accommodation requests or questions about this notice, contact [email protected].

What you’ll do

The role focuses on managing the user onboarding process and providing direct technical support to customers via email. It also involves refining internal documentation, maintaining the knowledge base, and collaborating with Product and Sales teams to improve the user experience.

Requirements

Candidates need 2-3 years of experience in a customer-facing or operational role, preferably within SaaS or FinTech. A proactive mindset, strong technical aptitude, and excellent communication skills are required.

Benefits

• Employee stock option plan • 100% employer-paid health & dental premiums • Health/Personal Spending Account • Dedicated desk in HQ • Onsite gym • Rooftop amenity • Commuter benefit • Catered lunches • Team retreats • Team-building events • Hiive Women’s Network events

Listed skills

• Customer support · Preferred
• Problem solving · Preferred
• Collaboration · Preferred
• User Onboarding · Preferred
• Process Improvement · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Support
• User Onboarding
• Technical Support
• Process Improvement
• Knowledge Base Management
• Lifecycle Communication
• Collaboration
• Problem Solving
• SaaS
• Financial Technology

Job areas

• Customer Service & Support
• Finance & Accounting
• Technology
• Software