About the role
SR Customer Trust & Safety Specialist SR Customer Trust & Safety Specialist About Rippling Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses,
benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system. Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer,
benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds. Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes. We prioritize candidate safety. Please be aware that all official communication will only be sent from @ Rippling.com addresses.
About
the role Our business runs on customer trust. The Customer Trust & Safety (CTS) team exists to protect that trust by ensuring that issues affecting customer account security, privacy, and safety are handled with speed, transparency, and precision. As the Customer Trust & Safety Lead, you’ll own Rippling’s end-to-end response to customer trust incidents — from account takeovers to data exposures. You’ll lead cross-functional coordination, drive communication strategies, and guide long-term improvements to how Rippling protects customers at scale. You will serve as the operational and strategic lead for all customer-impacting security and trust events. What you will do Lead the end-to-end management of customer trust incidents, including account takeovers, fraud, privacy exposures, and abuse. Serve as the incident commander for high-impact and sensitive events — ensuring clarity, speed, and accountability across teams. Act as the face of Rippling Security & Trust to customers, regulators, and executives during escalated situations. Coordinate across Security, Legal, Compliance, Risk, Product, and CX to drive unified, transparent responses. Build and maintain incident response playbooks, SLAs, and escalation frameworks for customer trust events. Lead post-incident reviews to identify root causes and drive durable fixes through Product and Engineering. Define and track key metrics to measure program health and drive continuous improvement. Partner with leadership to define the long-term roadmap for customer trust and safety operations at Rippling. Share trends and prevalences in harm areas and recommend proactive controls for them What you will need 8+ years of experience with exposure to Trust & Safety, Security Operations, Risk, or Compliance within SaaS, FinTech, or a regulated environment. Bachelor's degree, or equivalent practical experience. Proven ability to lead complex incident response efforts involving customers, executives, and cross-functional stakeholders. Exceptional client-facing communication skills — able to translate technical issues into clear, empathetic messages for customers. Able to remain composed in high-stress situations and navigate sensitive conversations while effectively de-escalating. Executive communication skills — adept at distilling critical information into concise insights and delivering clear, polished, and direct messaging tailored for executive stakeholders Experience building or maturing operational programs (incident management, escalation frameworks, readiness testing). A strategic thinker who balances customer empathy with business risk and regulatory
