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customer support fintech saas process improvement onboarding📋 Description
- Maintaining critical onboarding processes for Hiive users.
- Supporting customers via email with product guidance and support.
- Identify friction points in onboarding workflows and push improvements.
- Refine internal processes and write documentation; maintain knowledge base.
- Amplify customer voice; share feedback with Product and Sales & Trading.
- Implement onboarding via lifecycle emails, education, and videos.
🎯 Requirements
- 2-3 years in customer-facing or operational roles, ideally SaaS or fintech.
- Solid technical aptitude and ability to learn and adapt to new tools, systems, workflows.
- Proactive and solution-oriented mindset; ownership with urgency.
- Excellent communication and collaboration skills.
- Curious and detail-oriented; spot problems and suggest improvements.
- Customer-first mentality; focus on understanding user needs.
🎁 Benefits
- Equity via employee stock option plan.
- Comprehensive health and dental premiums with a health spending account.
- Dedicated desk at Vancouver HQ with onsite amenities.
- 20-per-day commuter benefit for Vancouver HQ.
- Engaging social calendar and team events.
- Growth opportunities into leadership roles.
🚚 Relocation support
🛃 Visa sponsorship
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