Customer Service Process Specialist

Employee Applicant Privacy Notice

Who we are:

Welcoming, collaborative and having the opportunity to make an impact - is how our employees describe working here.  Galileo is a financial technology company that provides innovative and revolutionary software products and services that power some of the world's largest Fintechs. We are the only payments innovator that applies tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity to achieve their most inspired goals. Galileo leads its industry with superior fraud detection, security, decision-making analytics and regulatory compliance functionality combined with customized, responsive and flexible programs to accelerate the success of all payments companies and solve tomorrow's payments challenges today. We hire energetic and creative employees while providing them the opportunity to excel in their careers and make a difference for our clients. Learn more about us and why we work here at https://www.galileo-ft.com/working-at-galileo.

The role

We’re looking for a results-oriented Process Specialist to elevate the operational excellence within our Customer Service organization. In this role, you’ll lead strategic initiatives that streamline workflows, enhance client onboarding, and improve team performance. You’ll serve as a critical connector between internal teams, clients, and vendor partners—translating insights into action and driving measurable outcomes.

You’ll own the end-to-end process improvement lifecycle, from data-driven analysis and solution design to implementation, documentation, and performance optimization.

What you’ll do:

• Project Management  & Continuous Improvement:
• Drive and deliver a portfolio of process improvement initiatives that increase efficiency, quality, customer satisfaction, and scalability.
• Analyze workflows and performance data to pinpoint inefficiencies, diagnose root causes, and recommend actionable solutions that yield measurable impact.
• Build business cases and present data-backed proposals to leadership, ensuring alignment with company objectives.
• Implement and monitor process enhancements to ensure sustained performance gains and operational consistency.
• Client Onboarding & Stakeholder Management:
• Lead the Customer Service workstream during client implementations, ensuring all milestones are met for a seamless onboarding experience.
• Collaborate cross-functionally with Implementation and Relationship Management teams to define requirements, establish deliverables, and track progress against timelines.
• Represent Customer Service as a subject matter expert in client and partner discussions, clearly articulating capabilities, processes, and value propositions.
• Knowledge & Documentation Management:
• Own and evolve the knowledge management system to ensure all SOPs and Knowledge Base content are accurate, current, and actionable.
• Develop and deploy training materials that enable smooth adoption of new processes and reinforce team performance.
• Lead root cause analyses on critical escalations, identifying systemic issues and implementing preventative measures to reduce recurrence.
• Vendor & Resource Management:
• Manage vendor relationships to maximize service quality, productivity, and alignment with business goals.
• Oversee capacity planning and resource allocation to ensure the Customer Service team is equipped to meet forecasted demand.

About You:

• You’re a strategic operator who thrives on solving complex challenges through structure, collaboration, and data. You excel at turning insights into action, and you’re driven by measurable results that enhance both the customer and employee experience.

What you’ll need:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 3-5 years of experience in process improvement, operations analysis, or a similar role.
• Demonstrated experience managing projects from start to finish, including planning, execution, and reporting.
• Strong analytical skills with the ability to interpret data and translate it into actionable project plans.
• Excellent communication and stakeholder management skills, with experience working cross-functionally and presenting to clients.
• Proficiency in process mapping and documentation.
• Experience with project management software (e.g., Jira, Asana, Smartsheet) is a plus.

Nice to have:

Customer Service Operations experience  

Galileo Financial Technologies 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

Galileo is committed to an inclusive culture. As part of this commitment, Galileo 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.