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Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The Role
SoFi's Member Service Delivery group is searching for an addition to the Crypto Servicing team. The Crypto Analyst, Ops Servicing Transformation, will work alongside the Sr. Manager of Crypto Servicing to help build effective and efficient processes to ensure members have a world-class experience when they trade crypto with SoFi. In this role, you will support the evolution of crypto servicing operations by identifying gaps, reducing friction points, and helping scale solutions as the business grows. You will operate at the intersection of member experience, operational execution, and risk awareness, bringing structure and clarity to complex or novel issues. This role is ideal for someone who thrives in fast-moving environments, enjoys solving ambiguous problems, and wants to help shape how crypto servicing is delivered at scale.
What You’ll Do
- Act as a Subject Matter Expert (SME) within internal communication channels, supporting frontline agents by answering complex questions related to blockchain transactions, crypto account behavior, internal policies, and escalated issues.
Own and execute ad hoc and non-standard operational workflows, including transaction reviews, reconciliations, and exception handling that falls outside automated processes.
Serve as a key crypto servicing point of contact for issues flagged by Engineering, Product, and Design (EPD) teams, including:
Conducting outbound calls and written outreach to members impacted by technical bugs, stuck transactions, or other platform issues
Providing clear explanations and resolution paths to ensure positive member outcomes
Perform gap analysis and risk monitoring across operational controls such as training completion, access reviews, and process attestations, to ensure requirements are consistently met.
Partner with cross-functional teams including EPD, Compliance, Business Controls, and Risk to support issue resolution, process improvements, and operational readiness.
Contribute to documentation, playbooks, and knowledge-base materials to improve consistency, accuracy, and scalability across crypto servicing operations.
Escalate potential risks, trends, or recurring issues with clear context and recommendations.
What You’ll Need
2+ years of experience in customer support, servicing, or operations, preferably in a financial services or technology environment.
Strong written communication skills, with the ability to clearly explain complex technical or financial concepts to both internal teams and members.
Excellent analytical and problem-solving skills, with the ability to investigate issues, identify root causes, and recommend next steps.
High attention to detail and a strong commitment to accuracy in a regulated environment.
Comfort working with ambiguity and evolving processes.
Proficiency in Microsoft Excel and Google Workspace (Sheets, Docs, Slides).
Nice to Have
Exposure to crypto, blockchain technology, or digital assets (professional or personal).
Experience supporting or working alongside engineering or product teams.
Familiarity with operational risk, controls, or compliance concepts.
Experience handling outbound member communications in sensitive or complex situations.
Top Skills
What the Team is Saying
What We Do
SoFi wasn’t built to be a bank. Or a technology company. We were built for one mission: help people achieve financial independence so they can realize their ambitions.
Redefining an entire industry isn’t easy work—and it’s not for the faint of heart. It takes a certain kind of team. People with diverse perspectives and expertise, united by a common sense of purpose. People willing to challenge assumptions but always do the right thing. People proving that innovation and responsibility don’t have to compete, but can come together to create something truly unconventional in the world.
For the last eight years, we’ve been charting this new path forward. We call it The SoFi Way.
At SoFi, we don’t just talk about culture: we live it. The SoFi Way is how we show up every day, how we make decisions, and how we build for our members, clients, and each other.
Why Work With Us
Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation Fintech company using innovative, mobile-first technology to help our members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
For the majority of our workforce who work on a hybrid schedule, the in-office requirement is a handful of days per month!
