Analyst / Sr Analyst, Account Services

Clarity; Vancouver; Hybrid; CAD 85,000 - 125,000; Full time

Benefits offered by this job

Stock options

Health & dental

Vancouver HQ

Commuter benefit

Team events

Relocation sponsorship

Growth opportunities

Job summary

Clarity, a Vancouver-based fintech company, is expanding its Account Services team. As a Customer Service Representative (Analyst/Senior Analyst), you will support onboarding, answer inquiries, and help refine processes to improve user experience.

You will contribute to knowledge base content, work with Product and Sales, and aim to obtain SIE and S7 licenses after joining. This role offers stock options and strong benefits in a fast-growing company.

Qualifications

• 2–3 years in a customer-facing or operational role, preferably SaaS or fintech.
• Strong technical aptitude and quick learner of new tools and workflows.
• Proactive, owns issues and drives urgent fixes.
• Customer-first mindset focused on user needs.
• Experience writing/maintaining knowledge base is a plus.

Responsibilities

• Maintain onboarding processes to ensure compliant, timely signup.
• Assist customers via email with product guidance and tech support.
• Identify friction points and propose process improvements.
• Refine internal processes and write documentation for Account Services.
• Contribute to self-serve knowledge base for users.
• Provide feedback to Product and Sales teams to improve experience.
• Help implement onboarding emails and lifecycle communications.
• Obtain SIE and S7 licenses soon after joining.

Skills

Customer-facing

Operational experience

SaaS/Fintech

Technical aptitude

Communication

Ownership mindset

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 a Customer Service Representative (Analyst/Senior Analyst, Account Services) 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 Account Services 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:

• 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, 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].