Senior Analyst, Customer Operations

Named #4 startup in Canada for 2024, Hiive is a fintech/marketplace startup connecting buyers and sellers of stock in venture-backed pre-IPO companies🚀. Thanks to our industry-leading technology and best-in-class capital markets team, we are home to the fastest-growing marketplace for the stock of “unicorns” on the planet. As a profitable and rapidly growing business backed by US venture capital investors, we are seeking to scale our high-performing team.

Interested in learning more about life at Hiive? Check out our careers page to see how you can grow with us!

As a Senior Analyst, Customer Operations, you’ll play a key role in supporting user onboarding, improving operational workflows, and delivering an exceptional customer experience. You’ll work cross-functionally with Product, Capital Markets, and Compliance to help ensure users are set up for success on Hiive.

Your roles and responsibilities would include:

• Support the onboarding experience for Hiive users by executing key workflows and collaborating with internal teams to ensure accuracy, efficiency, and compliance.

• Maintain day-to-day operational processes to ensure smooth onboarding and issue resolution across user types and jurisdictions.

• Analyze processes to identify friction points and propose improvements that drive better efficiency and user outcomes.

• Engage directly with users via live chat and email to provide timely support, troubleshoot issues, and share product knowledge.

• Help improve internal documentation and contribute to team initiatives aimed at scaling operations and enhancing service quality.

• Gather and share customer feedback to inform improvements in product and operational processes.

Required Skills:

• 2–3 years of experience in a customer support, operations, or analyst role, ideally in a SaaS or fintech environment.

• A strong appetite for learning new tools and workflows. Technical curiosity and adaptability are key.

• A detail-oriented and proactive approach. You’re resourceful, organized, and comfortable taking initiative.

• Clear communication and strong collaboration skills, especially when working across teams.

• Comfort with data and process thinking. You enjoy digging into the “why” behind problems and contributing to thoughtful solutions.

• A service mindset and a desire to help customers succeed by delivering meaningful and reliable support.

Compensation, Benefits, & Perks: 

• Highly competitive salary commensurate with experience and contribution.

• Opportunity to participate in ownership of a rapidly growing early-stage startup through our employee stock option plan.

• Comprehensive 100% employer-paid health and dental premiums, a health and personal spending account.

• 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.

• Enjoy a $20-per-day commuter benefit for every day you work in our Vancouver 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 Womens’ 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.