Customer Trust & Safety Lead

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.