Head of Customer 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 a multifaceted media and entertainment company founded by Jimmy Donaldson, popularly known as MrBeast, the most watched person in the world. Renowned for revolutionizing digital content creation, Beast Industries encompasses a diverse portfolio of ventures that extend far beyond its origins on YouTube. With a mission to entertain, inspire, and create significant social impact, Beast Industries operates across various domains including digital media, philanthropy, consumer products, and innovative business initiatives. At Beast Industries, we believe in the transformative power of digital media and its potential to entertain, educate, and effect positive change. Our commitment to innovation, creativity, and philanthropy drives us to explore new frontiers, create unforgettable experiences, and build a legacy that inspires future generations.

The Role

We're building a new consumer app that enables our fans to engage in challenges, philanthropy, and other interactive experiences at scale. You'll be the chief architect of our customer support and platform integrity infrastructure, the systems, workflows, and SOPs that let a small team make consistent decisions at scale, and the vendor stack that powers all of it. You'll own the full loop: keeping the platform safe and making sure the people who run into problems get taken care of. This is a zero-to-one build. You're not inheriting a playbook, you're writing it.

What You'll Do

• 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

Who You Are

• 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: You've scaled customer support operations at online platforms with demonstrated, quantifiable impact on both cost efficiency and user experience, and you've built or 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 the trust and safety and support vendor landscape (case management and enforcement platforms, bot and fraud prevention etc), and you know when to build in-house instead.
• AI-Forward: A clear point of view on where AI and automation belong in fraud detection and customer support, and the ability to actually implement that vision.
• Cross-Functional Operator: Strong communicator who can build trust with cross functional partners. You are comfortable being the final call on high-stakes escalations, and equally comfortable in the weeds of a messy ticket queue when needed.

About Us

Beast Industries is a multifaceted media and entertainment company founded by Jimmy Donaldson, popularly known as MrBeast, the most watched person in the world. Renowned for revolutionizing digital content creation, Beast Industries encompasses a diverse portfolio of ventures that extend far beyond its origins on YouTube. With a mission to entertain, inspire, and create significant social impact, Beast Industries operates across various domains including digital media, philanthropy, consumer products, and innovative business initiatives. At Beast Industries, we believe in the transformative power of digital media and its potential to entertain, educate, and effect positive change. Our commitment to innovation, creativity, and philanthropy drives us to explore new frontiers, create unforgettable experiences, and build a legacy that inspires future generations.

The Role

We're building a new consumer app that enables our fans to engage in challenges, philanthropy, and other interactive experiences at scale. You'll be the chief architect of our customer support and platform integrity infrastructure, the systems, workflows, and SOPs that let a small team make consistent decisions at scale, and the vendor stack that powers all of it. You'll own the full loop: keeping the platform safe and making sure the people who run into problems get taken care of. This is a zero-to-one build. You're not inheriting a playbook, you're writing it.

What You'll Do

• 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

Who You Are

• 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: You've scaled customer support operations at online platforms with demonstrated, quantifiable impact on both cost efficiency and user experience, and you've built or 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 the trust and safety and support vendor landscape (case management and enforcement platforms, bot and fraud prevention etc), and you know when to build in-house instead.
• AI-Forward: A clear point of view on where AI and automation belong in fraud detection and customer support, and the ability to actually implement that vision.
• Cross-Functional Operator: Strong communicator who can build trust with cross functional partners. You are comfortable being the final call on high-stakes escalations, and equally comfortable in the weeds of a messy ticket queue when needed.

Benefits

The Perks, Why Work On the MrBeast Team

We are redefining what entertainment and storytelling look like at global scale. Every piece of content we publish reaches millions and influences culture in real time. This is your opportunity to lead the team that decides how those moments come to life across every screen.

• 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