About the role
Servicing Manager Rippling is a global fintech operating across software, payments, and lending, moving tens of billions of dollars across payroll, cards, and payment products. As our product surface area and geographic footprint expand, proactively identifying and mitigating risk before it materializes is critical to sustaining that growth.
The Servicing Manager will be a foundational hire responsible for standing up and running Rippling's pre-delinquency and loss mitigation function. You will lead a team of Servicing Associates, own day-to-day operations, and serve as the escalation point for complex or high-exposure accounts. This role requires someone who can operate at the intersection of customer experience and risk management — bringing structure to an emerging function while staying close enough to the work to drive outcomes directly
What you will do
- Lead the day-to-day operations of the Servicing team, managing workload distribution, queue prioritization, and SLA adherence across pre-delinquent and at-risk accounts.
- Coach, develop, and performance-manage a team of Servicing Associates, building a culture of accountability, customer empathy, and sound risk judgment.
- Serve as the escalation point for high-exposure, complex, or sensitive accounts, making sound decisions on payment accommodations, account adjustments, early termination negotiations, and retention strategies.
- Partner with the Head of Servicing & Collections to define treatment strategies, risk thresholds, and escalation criteria for pre-delinquent accounts across SaaS contracts, EOR, and card and lending products.
- Work cross-functionally with Account Management, Sales, Credit & Underwriting, Finance, Compliance, and Collections to develop tailored customer solutions that reduce churn and minimize loss exposure.
- Monitor and report on team performance, tracking metrics such as cure rates, retention rates, churn prevention, and financial exposure mitigated, surfacing trends and recommending adjustments.
- Identify process gaps and build the operational infrastructure — playbooks, escalation paths, account controls, and tooling workflows — that the team will run on as it scales.
- Contribute to hiring, onboarding, and training as the team grows, establishing the standards and practices new Associates will build on.
What you will need
- 5+ years of experience in servicing, loss mitigation, collections, or risk management, with at least 2 years in a people management or team lead capacity.
- Experience working across multiple product types — ideally including SaaS subscription billing, credit or lending products, and/or payroll or EOR.
- A strong understanding of pre-delinquency risk indicators and loss mitigation strategies, including payment accommodations, hardship programs, and account restructuring.
- Demonstrated ability to balance customer retention goals with financial risk discipline — you understand that keeping the wrong customer is as costly as losing the right one.
- A hands-on, ownership-oriented mindset — this is an early role on a growing team and requires someone willing to build, not just manage.
- Strong coaching instincts and a track record of holding teams accountable while developing individual contributors.
- Comfort operating in ambiguous, fast-moving environments where processes are still being defined; ability to bring structure without waiting for it to be handed to you.
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 accommodations@rippling.com
Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.
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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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.
Based in San Francisco, CA, 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.