Customer Trust & Safety Specialist

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.