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Head of Customer Experience & Platform Integrity

MrBeast· Finance
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Hybrid (New York, NY; San Mateo, CA)Posted 3mo ago

About the role

Lead the design and execution of Beast Industries' customer support and platform integrity infrastructure for a new consumer app. Own end-to-end support experience, operating model, vendor strategy, tooling, workflows, and AI-enabled improvements to ensure a safe, fair, and trusted user experience at scale.

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

Qualifications

  • Operator at Scale: 12+ years in customer operations with direct ownership of both a customer-facing support function and a safety/fraud function
  • Growth Focused: scaled customer support operations at online platforms with quantified impact on cost efficiency and user experience; built/matured billing, collections, or dispute resolution processes
  • Regulatory Fluent: direct experience with safety and privacy compliance in a consumer product
  • Vendor-Savvy Builder: hands-on experience selecting and implementing trust and safety and support vendors; know when to build in-house
  • AI-Forward: clear vision on AI/automation in fraud detection and customer support with implementation ability
  • Cross-Functional Operator: strong communicator, capable of final escalations, comfortable in hands-on ticket queues

Skills

Required:Customer operations leadershipVendor management and selectionAI and automation in support

Benefits

  • Competitive Salary
  • Generous Medical (Blue Cross Blue Shield), Dental, Vision and company-paid Life Insurance
  • Company contributions to 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
Last updated Jul 25, 2026. Interested? Apply on the company site.

About MrBeast

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