Analyst/Senior Analyst, Account Services

HiiveCanadaFull Time1mo ago

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Job description

About the role

Hiive is redefining how private companies and their shareholders access liquidity through its institutional-grade platform that facilitates secondary transactions in venture-backed, pre-IPO companies. The Analyst/Senior Analyst, Account Services will play a key role in shaping the experience of every customer who joins this dynamic platform. In this position, you will work alongside your team to drive iterative and scalable improvements to Hiive's user support and onboarding experiences. Your responsibilities will include maintaining critical operational processes to ensure efficient, compliant, and timely onboarding for Hiive users. You will support customers directly via email, providing timely product guidance and technical support to resolve their inquiries. You will identify and raise friction points in daily onboarding workflows and advocate for implementing process improvements that boost operational efficiency across the platform. This role involves 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. You will amplify the voice of the customer by sharing actionable feedback with Product and Sales & Trading to advocate for enhancements that improve the overall ecosystem. Additionally, you will help implement Hiive's onboarding experience through lifecycle emails, education, and videos that guide users through their journey.

Key facts

Location: Canada

Engagement: Full-time

What you'll do

Maintain critical operational processes to ensure efficient, compliant, and timely onboarding for Hiive users across the platform.
Support customers directly via email, delivering clear product guidance and technical support to address their specific needs and concerns.
Identify and raise friction points in daily onboarding workflows and advocate for implementing process improvements that enhance operational efficiency.
Help refine internal processes by writing and updating documentation to support Account Services initiatives and team scalability.
Write and maintain Hiive's knowledge base to build a robust self-serve experience for both external customers and internal stakeholders.
Amplify the voice of the customer by consolidating feedback and sharing actionable insights with Product and Sales & Trading teams.
Advocate for enhancements by translating customer pain points into concrete recommendations that drive platform improvements.
Help implement Hiive's onboarding experience through carefully crafted lifecycle emails that guide users at every stage.
Develop educational content and videos that explain platform features and help users complete key workflows successfully.
Collaborate with cross-functional teams to ensure alignment between support operations and product development roadmaps.
Monitor support metrics and identify trends that inform long-term improvements to the user experience.
Contribute to special projects that strengthen the Account Services function and support broader company objectives.
Utilize structured problem-solving approaches to address recurring issues and reduce future friction for users.
Partner with technical teams to translate user needs into actionable product requirements and improvements.
Support the continuous evolution of onboarding materials as the platform and feature set grow over time.

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 without extensive guidance.
Proactive and solution-oriented mindset where you take ownership and work with a strong sense of urgency to resolve issues.
Excellent communication and collaboration skills that enable effective teamwork and clear information exchange with colleagues.
Curious and detail-oriented mindset that allows you to spot problems or friction in workflows and suggest practical improvements.
Customer-first mentality where you focus on understanding user needs to deliver meaningful support and solutions that enhance their experience.
Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail and meeting deadlines.
Comfort working with documentation, process maps, and operational workflows to maintain clarity and consistency.
Willingness to follow established procedures while also thinking critically about how to improve them over time.
Strong written communication skills for crafting clear, helpful responses to customer inquiries and internal documentation.
Capacity to work independently and as part of a collaborative team that values transparency and shared ownership.
Commitment to maintaining confidentiality and handling sensitive information with professionalism at all times.
Adaptability to changing priorities and requirements in a growth-stage environment where needs evolve quickly.
Alignment with Hiive's mission of bringing efficiency, transparency, and standardization to private market liquidity.

Nice to have

Experience writing and maintaining content for a customer knowledge base to ensure information remains current and accessible.
Background in creating lifecycle communication campaigns, such as email sequences that guide users through complex processes.
Familiarity with financial technology or SaaS support operations and understanding of common user pain points in these spaces.
Previous involvement in process improvement initiatives where data was used to identify opportunities and measure impact.
Experience collaborating with cross-functional teams including Product, Engineering, and Sales to drive coordinated solutions.

Practical notes