Head of Customer Experience & Platform Integrity

MrBeast • San Mateo, NY

7d

About The Position

Beast Industries is building a new consumer app that enables fans to engage in challenges, philanthropy, and other interactive experiences at scale. The Head of Customer Experience & Platform Integrity will be the chief architect of our customer support and platform integrity infrastructure, including systems, workflows, SOPs, and the vendor stack. This role is responsible for keeping the platform safe and ensuring that users who encounter problems receive proper support. This is a zero-to-one build, requiring the individual to create the playbook rather than inherit one.

Requirements

• 12+ years in customer operations with direct ownership of both a customer-facing support function and a safety/fraud function.
• Experience scaling customer support operations at online platforms with demonstrated, quantifiable impact on both cost efficiency and user experience.
• Experience building or maturing billing, collections, or dispute resolution processes.
• Direct experience with safety and privacy compliance in a consumer product.
• Hands-on experience selecting and implementing the trust and safety and support vendor landscape (case management and enforcement platforms, bot and fraud prevention etc).
• Clear point of view on where AI and automation belong in fraud detection and customer support, and the ability to implement that vision.
• Strong communicator who can build trust with cross functional partners.
• Comfortable being the final call on high-stakes escalations.
• Comfortable in the weeds of a messy ticket queue when needed.

Responsibilities

• Own the end-to-end support experience for users, ensuring the platform is safe, fair, and well-supported across every surface.
• Design the operating model end to end: tier structure, severity framework, escalation paths, SLAs, and incident response.
• Drive the build, buy, and outsource decisions: BPO strategy, vendor selection across support & integrity, and where to invest as the company scales.
• Design coverage that reflects the always-on nature of a consumer app.
• Own the metrics that drive user retention and brand trust: response and resolution time, CSAT, SLA attainment, deflection, cost to serve, and contest and prize integrity outcomes.
• Set up the internal support and integrity tooling and workflows the team runs on.
• Drive continuous improvement, automation, and self-service deflection through AI-augmented workflows that improve both speed and quality.
• Partner with product and engineering to ensure we build a trusted, safe, and fair experience.
• Align customer support and platform integrity decisions with commercial goals, brand risk, and the expectations of external partners.

Benefits

• Competitive Salary
• Generous Medical (Blue Cross Blue Shield), Dental, Vision and company-paid Life Insurance
• Company contributions to employee Health Savings Accounts (HSA)
• 401k Plan with Safe Harbor company-matching
• Flexible vacation policy and paid company holidays
• Company-provided technology package
• Relocation assistance where applicable, including travel and company-provided housing for the first 90 days

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed