Job Description

Customer Trust & Safety Specialist 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. Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors and was named one of America’s best startup employers by Forbes. About the Role Our business runs on customer trust. The Customer Trust & Safety team protects 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, lead cross‑functional coordination, drive communication strategies, and guide long‑term improvements. What You’ll Do Serve as the incident manager for customer trust events, including account takeovers, fraud, and abuse. Act as the primary point of contact for customers during sensitive security incidents. Collaborate with Security, Legal, Compliance, Product, and CX to coordinate incident investigations and response. Execute established playbooks and contribute to continuous improvement through lessons learned. Support the analysis and documentation of incidents to identify patterns and opportunities for process improvement. Manage sensitive customer actions such as MFA resets, identity verifications, or account dispute resolutions. Participate in readiness exercises and tabletop tests to maintain response quality and consistency. Contribute to post‑incident reviews, ensuring corrective actions are documented and tracked. What You’ll Need 2+ years of experience in Trust & Safety, Security Operations, Risk, or Compliance in a SaaS or financial services context. Strong investigative skills and attention to detail when reviewing account or incident data. Excellent written and verbal communication skills. Proven ability to collaborate cross‑functionally and execute within ambiguous, time‑sensitive environments. A systematic thinker who thrives on solving problems and building repeatable processes. Bonus: Experience with fraud detection tools, privacy incident workflows, or customer identity verification systems. Equal‑Opportunity Employer Rippling is an equal‑opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics. Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com. #J-18808-Ljbffr Rippling

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