Senior Associate, 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 Associate, Customer Operations at Hiive, you’ll play a key role in shaping the experience of every customer who joins our platform. You’ll collaborate closely with Product, Marketing, Compliance, and Capital Markets, ensuring that our onboarding and support experiences are seamless, scalable, and rooted in trust.

In this role, your responsibilities would include:

• Driving a best-in-class onboarding experience by partnering with Product, Capital Markets, and Compliance teams to improve workflows across all user types and jurisdictions.

• Managing and maintaining critical operational processes to ensure efficient, compliant, and timely onboarding for Hiive users.

• Identifying and resolving friction points by analyzing current workflows and implementing process improvements that boost operational efficiency.

• Supporting customers directly via live chat and email, providing timely product guidance and technical support.

• Contributing to team growth and scalability by helping refine internal processes, writing documentation, and supporting Customer Operations initiatives.

• Amplifying the voice of the customer, sharing actionable insights with Product and Capital Markets to advocate for enhancements.

Required Skills:

• 3-4 years of experience in a customer-facing or operational role, ideally within a SaaS or financial technology environment.

• Strong technical aptitude and the ability to quickly learn and adapt to new tools, systems, and workflows.

• Proactive and solution-oriented mindset—you’re energized by challenges, take ownership, and work with a strong sense of urgency.

• Excellent communication and collaboration skills, with the ability to work cross-functionally and build strong working relationships.

• Data-savvy and business-minded, able to analyze trends, spot inefficiencies, and design thoughtful, impactful solutions.

• Customer-first mentality and a bias for action—you go beyond surface-level fixes to deeply understand user needs and deliver meaningful, long-term solutions.

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.