Chief Experience & Platform Integrity

MrBeast; San Mateo (CA); On-site; USD 250,000 - 380,000; Full time

Benefits offered by this job

Competitive Salary

Relocation assistance for housing

Company-provided technology package

Flexible vacation policy

Job summary

Beast Industries is building a consumer app to engage fans in challenges, philanthropy, and interactive experiences at scale. You will architect the customer support and platform integrity infrastructure, defining systems, workflows, and vendor stacks to empower a small team to operate at scale.

You will own the full loop from safety to takedown decisions, shaping the support model, escalation paths, and AI-enabled automation to improve speed, accuracy, and user trust.

Qualifications

• 12+ years in customer operations with ownership of customer-facing support and safety/fraud functions.
• Experience scaling support operations on online platforms with measurable cost efficiency and user experience impacts.
• Direct experience with safety and privacy compliance in consumer products.
• Experience selecting and implementing trust/safety and support vendor platforms and decide when to build in-house.

Responsibilities

• Own the end-to-end support experience ensuring platform safety, fairness, and strong user coverage.
• Design the operating model: tiers, severity, escalation, SLAs, incident response.
• Drive build/buy/outsourcing decisions for BPO, vendor selection, and investments as the company scales.
• Create coverage for always-on consumer app operations.
• Own metrics: response time, resolution time, CSAT, deflection, cost to serve, integrity outcomes.
• Set up internal support and integrity tooling and workflows.
• Lead automation and self-service deflection via AI-augmented workflows.
• Partner with product and engineering to ensure a trusted, safe experience.
• Align support decisions with commercial goals and brand risk.

Skills

Operator at scale

AI in support

Vendor management

Cross-functional

Regulatory compliance

Growth mindset

Job description

Beast Industries is building a consumer app to engage fans in challenges, philanthropy, and interactive experiences at scale. You will architect the customer support and platform integrity infrastructure, defining systems, workflows, and vendor stacks to empower a small team to operate at scale.

You will own the full loop from safety to takedown decisions, shaping the support model, escalation paths, and AI-enabled automation to improve speed, accuracy, and user trust.