About the role
About
the role Servicing Manager Rippling is a global fintech operating across software, payments, and lending, moving tens of billions of dollars across payroll, cards, and payment products. As our product surface area and geographic footprint expand, proactively identifying and mitigating risk before it materializes is critical to sustaining that growth. The Servicing Manager will be a foundational hire responsible for standing up and running Rippling's pre-delinquency and loss mitigation function. You will lead a team of Servicing Associates, own day-to-day operations, and serve as the escalation point for complex or high-exposure accounts. This role requires someone who can operate at the intersection of customer experience and risk management — bringing structure to an emerging function while staying close enough to the work to drive outcomes directly What you will do Lead the day-to-day operations of the Servicing team, managing workload distribution, queue prioritization, and SLA adherence across pre-delinquent and at-risk accounts. Coach, develop, and performance-manage a team of Servicing Associates, building a culture of accountability, customer empathy, and sound risk judgment. Serve as the escalation point for high-exposure, complex, or sensitive accounts, making sound decisions on payment accommodations, account adjustments, early termination negotiations, and retention strategies. Partner with the Head of Servicing & Collections to define treatment strategies, risk thresholds, and escalation criteria for pre-delinquent accounts across SaaS contracts, EOR, and card and lending products. Work cross-functionally with Account Management, Sales, Credit & Underwriting, Finance, Compliance, and Collections to develop tailored customer solutions that reduce churn and minimize loss exposure. Monitor and report on team performance, tracking metrics such as cure rates, retention rates, churn prevention, and financial exposure mitigated, surfacing trends and recommending adjustments. Identify process gaps and build the operational infrastructure — playbooks, escalation paths, account controls, and tooling workflows — that
