Senior Analyst, Customer Operations

📋 Description

• Maintain operational processes to ensure efficient onboarding for Hiive users.
• Support customers via email with timely product guidance and tech support.
• Identify friction in onboarding workflows and advocate for improvements.
• Refine internal processes and write knowledge base content.
• Amply voice of the customer by sharing feedback with Product and Sales & Trading.
• Help implement onboarding with lifecycle emails, education, and videos.

🎯 Requirements

• 2-3 years in a customer-facing or operational role in SaaS/fintech.
• Solid technical aptitude and ability to learn new tools quickly.
• Proactive, solution-oriented mindset with strong ownership.
• Excellent communication and collaboration skills.
• Curious, detail-oriented, able to spot friction and improve workflows.
• Customer-first mentality focused on understanding user needs.

🎁 Benefits

• Highly competitive salary commensurate with experience.
• Equity through employee stock option plan.
• 100% employer-paid health and dental premiums.
• Dedicated Vancouver HQ desk with onsite gym and rooftop.
• $20-per-day commuter benefit for Vancouver HQ.
• Growth opportunities and relocation sponsorship.