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.

Compensation and Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.

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