Head of Customer Experience & Platform Integrity
The Head of Customer Experience & Platform Integrity at MrBeast will lead the development and execution of customer support and platform integrity strategies for a new consumer app. This role involves building systems, workflows, and standard operating procedures to ensure a safe, fair, and well-supported user experience. The position is based in either New York, NY, or San Mateo, California.
Key responsibilities include designing the operating model, including tier structures, severity frameworks, escalation paths, service level agreements, and incident response protocols. The role also involves making decisions regarding build, buy, and outsource strategies, selecting vendors for support and integrity functions, and ensuring 24/7 coverage for the consumer app. Additionally, the Head of Customer Experience & Platform Integrity will establish metrics to drive user retention and brand trust, set up internal support and integrity tools, and drive continuous improvement through AI-augmented workflows.
Candidates should have over 12 years of experience in customer operations, with direct ownership of both customer-facing support and safety/fraud functions. Experience scaling customer support operations at online platforms, with a focus on cost efficiency and user experience, is essential. A strong understanding of safety and privacy compliance in consumer products, hands-on experience selecting and implementing trust and safety and support vendors, and a clear vision for integrating AI and automation into fraud detection and customer support are also required.
MrBeast offers a competitive salary, generous medical, dental, and vision benefits, company-paid life insurance, contributions to health savings accounts, a 401k plan with company matching, a flexible vacation policy, paid company holidays, a company-provided technology package, and relocation assistance where applicable.
As a rapidly growing media and entertainment company, MrBeast provides opportunities to work on innovative projects that reach millions globally. The company fosters a culture of creativity, speed, and viewer-first thinking, aiming to redefine entertainment and storytelling at a global scale.