Crypto Analyst, Ops Transformation

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.


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  Own and execute ad hoc and non-standard operational workflows, including transaction reviews, reconciliations, and exception handling that falls outside automated processes.

  
  


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  Serve as a key crypto servicing point of contact for issues flagged by Engineering, Product, and Design (EPD) teams, including:

  
  
  
  
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    Conducting outbound calls and written outreach to members impacted by technical bugs, stuck transactions, or other platform issues

    
    
  
  
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    Providing clear explanations and resolution paths to ensure positive member outcomes

    
    
  
  
  
  


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  Perform gap analysis and risk monitoring across operational controls such as training completion, access reviews, and process attestations, to ensure requirements are consistently met.

  
  


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  Partner with cross-functional teams including EPD, Compliance, Business Controls, and Risk to support issue resolution, process improvements, and operational readiness.

  
  


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  Contribute to documentation, playbooks, and knowledge-base materials to improve consistency, accuracy, and scalability across crypto servicing operations.

  
  


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  Escalate potential risks, trends, or recurring issues with clear context and recommendations.

  
  

What You’ll Need

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  2+ years of experience in customer support, servicing, or operations, preferably in a financial services or technology environment.

  
  


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  Strong written communication skills, with the ability to clearly explain complex technical or financial concepts to both internal teams and members.

  
  


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  Excellent analytical and problem-solving skills, with the ability to investigate issues, identify root causes, and recommend next steps.

  
  


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  High attention to detail and a strong commitment to accuracy in a regulated environment.

  
  


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  Comfort working with ambiguity and evolving processes.

  
  


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  Proficiency in Microsoft Excel and Google Workspace (Sheets, Docs, Slides).

  
  

Nice to Have

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  Exposure to crypto, blockchain technology, or digital assets (professional or personal).

  
  


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  Experience supporting or working alongside engineering or product teams.

  
  


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  Familiarity with operational risk, controls, or compliance concepts.

  
  


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  Experience handling outbound member communications in sensitive or complex situations.