Analyst, Customer Operations

Clarity (formerly Hiive); Vancouver; On-site; CAD 85,000 - 125,000; Full time

Benefits offered by this job

Employee stock options

Health & dental premiums

Vancouver HQ desk

Downtown commuter benefit

Team social calendar

Growth opportunities

Sponsorship/relocation

Job summary

Clarity is seeking an Analyst, Customer Operations to help shape the onboarding and support experience for our platform. You’ll work with a small team to streamline processes, write knowledge base content, and ensure a smooth, compliant onboarding flow for users.

You’ll handle direct customer inquiries by email, identify friction points, and propose practical improvements. This role offers growth opportunities and a collaborative, fast-paced environment in Vancouver.

Qualifications

• 2–3 years in a customer-facing or operational role within a SaaS or fintech environment.
• Strong technical aptitude and ability to quickly learn new tools and workflows.
• Proactive and solution-oriented with a strong sense of urgency.
• Excellent communication and collaboration skills.
• Detail-oriented with ability to spot friction in workflows and suggest improvements.
• Customer-first mentality focused on understanding user needs to deliver solutions.
• Nice to have experience writing and maintaining content for a customer knowledge base.

Responsibilities

• Maintain critical operational processes for efficient onboarding of Clarity users.
• Support customers directly via email with timely product guidance and technical support.
• Identify friction points in onboarding workflows and advocate for process improvements.
• Refine internal processes, write documentation, and support Customer Operations initiatives, including a self-serve knowledge base.
• Amplify the voice of the customer by sharing feedback with Product, Sales & Trading to drive enhancements.
• Support onboarding through lifecycle emails, education, and instructional videos.
• Obtain SIE and S7 licenses shortly after joining.

Skills

Customer-facing

SaaS/Fintech

Technical aptitude

Ownership mindset

Communication

KB content writing

Job description

Clarity is redefining how private companies and their shareholders access liquidity. Through its institutional-grade platform, Clarity brings together buyers, sellers, and issuers to facilitate secondary transactions in venture-backed, pre-IPO companies, introducing efficiency, transparency, and standardization to an otherwise opaque asset class.

Recognized as one of Canada's fastest-growing companies and backed by leading U.S. investors, Clarity is profitable, well-capitalized, and building a high-performance team to meet growing demand and pursue new market opportunities.

As an Analyst, Customer Operations at Clarity, you’ll play a key role in shaping the experience of every customer who joins our platform. You’ll work alongside your team to drive iterative and scalable improvements to Clarity’s user support and onboarding experiences.

In This Role, Your Responsibilities Will Include

• Maintaining critical operational processes to ensure efficient, compliant, and timely onboarding for Clarity users.
• Supporting customers directly via email, providing timely product guidance and technical support.
• Identifying and raising friction points in daily onboarding workflows and advocate for implementing process improvements that boost operational efficiency.
• Helping refine internal processes, write documentation, and support Customer Operations initiatives, including building a self-serve experience for both external and internal users by writing and maintaining Clarity’s knowledge base.
• Amplifying the voice of the customer, sharing actionable feedback with Product and Sales & Trading to advocate for enhancements.
• Helping implement Clarity’s onboarding experience through lifecycle emails, education, and videos.
• Obtaining SIE and S7 license shortly after joining.

Required Skills

• 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.
• Proactive and solution-oriented mindset, you take ownership and work with a strong sense of urgency.
• Excellent communication and collaboration skills, with the ability to work effectively with team members.
• Curious and detail-oriented, able to spot problems or friction in workflows and suggest potential improvements.
• Customer-first mentality. You are focused on understanding user needs to deliver meaningful support and solutions.
• Nice to have - experience writing and maintaining content for a customer knowledge base or lifecycle communication (e.g., email campaigns).

Compensation

Highly competitive compensation commensurate with experience and contribution.

• Vancouver, BC: $85,000-$125,000

For this role, the estimated total compensation range is listed above. The actual base salary, variable bonus (if applicable), and options grant will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the range for this role may be modified.

Benefits & Perks

• Opportunity to participate in ownership of a rapidly growing company through our employee stock option plan.
• Comprehensive 100% employer-paid health & dental premiums and a Health/Personal Spending Account for Canadian employees. (An employer-subsidized benefits program is available for US-based team members).
• If you are based in Vancouver, enjoy 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.
• Vancouver based employees enjoy a $20-per-day commuter benefit for every day you work in our downtown 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 Clarity Women's 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.

Clarity is committed to fostering an inclusive workplace where all individuals have an opportunity to succeed.

AI, Automated Tools, And Applicant Privacy Notice

As part of our recruitment and hiring process, Clarity may use automated tools, including artificial intelligence (AI), to assist in screening applications, evaluating candidate qualifications, and supporting interview processes. These tools are designed to support and inform human decision-making and are not used as the sole basis for any employment decision.

We may collect, use, and analyze personal information you provide in connection with your application, including generating insights or inferences to assess job-related qualifications. This information is used for recruitment, evaluation, and compliance purposes in accordance with applicable law.

We take reasonable steps to evaluate and monitor our hiring tools and practices to promote fairness, consistency, and non-discrimination. Where required by applicable law - including in Ontario, Quebec, New York City, Illinois, and California - we conduct or rely on assessments such as bias audits, honor rights related to automated decision-making, and provide additional disclosures on request.

Depending on your location, you may have certain rights with respect to your personal information and the use of automated processing, including the right to request access to, correction of, or deletion of your information, or to receive additional information about our data practices. We honor such rights where required by applicable law.

For accommodation requests or questions about this notice, contact [e-mail].