Head of Customer Experience & Platform Integrity

About Beast Industries

Beast Industries, founded by globally renowned digital creator Jimmy Donaldson (MrBeast), is an innovative media and entertainment entity that stretches beyond YouTube into digital media, philanthropy, consumer goods, and enterprising projects. Our mission is to entertain, inspire, and create impactful social change by leveraging the power of digital platforms. We are dedicated to innovation and building experiences that inspire future generations.

Role Overview

We are developing a consumer application designed to engage fans through interactive challenges and philanthropic activities at scale. This role involves architecting the complete customer support and platform integrity framework, including systems, workflows, SOPs, and vendor management to enable a lean team to make scalable, consistent decisions. You will establish and manage the entire support cycle, ensuring both platform safety and user issue resolution. This is a foundational role where you will create the framework from scratch without existing protocols.

Key Responsibilities

• Manage the entire user support journey, keeping the platform safe, equitable, and well-supported.
• Design and implement the support operating model, including tier structures, severity classification, escalation routes, SLAs, and incident response protocols.
• Make strategic decisions about building versus buying solutions, oversee BPO strategies, vendor selection for support and platform integrity, and guide investments as the company grows.
• Create a coverage model that supports a 24/7 consumer app operation.
• Own and monitor user retention and trust metrics such as response and resolution times, customer satisfaction, SLA compliance, deflection rates, cost to serve, and prize integrity.
• Establish internal tools and workflows for support and integrity teams.
• Lead efforts to improve processes continually, incorporate automation, and implement AI-driven self-service options to enhance both efficiency and service quality.
• Collaborate with product and engineering teams to build a secure, trustworthy, and fair user environment.
• Align support and platform integrity strategies with business objectives, manage brand risk, and meet external partner expectations.

Candidate Profile

• Experienced operator with 12+ years managing customer-facing support and safety/fraud teams.
• Proven track record in scaling customer support in online platforms, improving cost efficiency and user experience, and handling billing, collections, or dispute resolution functions.
• Knowledgeable in consumer product safety and privacy regulations.
• Experienced in selecting and implementing support and trust & safety vendor solutions, knowing when to develop internal tools.
• Forward-thinking in applying AI and automation to fraud detection and customer support, with the ability to execute this vision.
• Effective cross-functional communicator comfortable with high-stakes decisions and detailed operational management.

Benefits

• Competitive salary package
• Comprehensive medical, dental, and vision plans through Blue Cross Blue Shield, plus company-paid life insurance
• Employer contributions to Health Savings Accounts (HSA)
• 401(k) retirement plan with safe harbor company match
• Flexible vacation policy and paid company holidays
• Company-provided technology toolkit
• Relocation support including travel and company-provided housing for the first 90 days where applicable