Head of Customer Experience & Platform Integrity

MrBeast • New York, NY

4h

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 the customer support and platform integrity infrastructure, including systems, workflows, SOPs, and the vendor stack. This role is a zero-to-one build, responsible for writing the playbook for keeping the platform safe and ensuring users with problems are taken care of.

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), and knowing when to build in-house instead.
• A 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