Customer Trust & Safety Lead

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’ll 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.
• Mentor and guide team members, setting standards for communication, documentation, and execution during high-pressure events.

What You’ll Need

• 5+ years of experience with exposure to Trust & Safety, Security Operations, Risk, or Compliance within SaaS, FinTech, or a regulated environment.
• 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 requirements.
• Experience mentoring teams and influencing without authority in high-stakes situations.
• Bonus: Experience in fraud prevention, privacy incident management, or regulatory reporting processes.

Additional Information

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 accomodations@rippling.com

Rippling highly values in-office collaboration. Employees living within 30 miles of an office are expected to work onsite three days a week with those living 30-49.9 miles away expected to be in the office one day a week. Employees living over 50 miles away are required to relocate within 30 miles of an office. To enhance team cohesiveness, new employees are asked to work onsite three days a week for their first six months.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.