Customer Trust & Safety Specialist
Job Description
- Experience with fraud detection tools
- Experience with privacy incident workflows
- Experience with customer identity verification systems
- Serve as incident manager for customer trust events (account takeovers, fraud, abuse).
- Act as primary contact for customers during sensitive security incidents, ensuring clear communication.
- Collaborate with Security, Legal, Compliance, Product, and CX for incident investigation and response.
- Execute established playbooks and contribute to their continuous improvement.
- Support analysis and documentation of incidents to identify patterns and process improvement opportunities.
- Manage sensitive customer actions like MFA resets, identity verifications, or account dispute resolutions.
- Participate in readiness exercises and tabletop tests to maintain response quality.
- Contribute to post-incident reviews, ensuring corrective actions are documented and tracked.
- 2+ years experience in Trust & Safety, Security Operations, Risk, or Compliance in SaaS/financial services.
- Strong investigative skills and attention to detail with account/incident data.
- Excellent written and verbal communication skills in high-pressure, customer-facing situations.
- Proven ability to collaborate cross-functionally and execute in ambiguous, time-sensitive environments.
- Systematic thinker who thrives on solving problems and building repeatable processes.
- Competitive salary
- Benefits
- Equity
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.
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’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, ensuring clear and empathetic communication.
- Collaborate with Security, Legal, Compliance, Product, and CX to coordinate incident investigations and response.
- Execute established playbooks and contribute to their 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, especially in high-pressure or customer-facing situations.
- 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.
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.
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