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About the Role
We're building a new consumer app for fan engagement, challenges, and philanthropy. You will be the chief architect of our customer support and platform integrity infrastructure, defining systems, workflows, and vendor stack. This is a zero-to-one build where you will write the playbook.
Responsibilities
- Own the end-to-end support experience for users, ensuring the platform is safe, fair, and well-supported.
- Design the operating model end to end, including tier structure, severity framework, escalation paths, SLAs, and incident response.
- Drive build, buy, and outsource decisions for BPO strategy, vendor selection, and investment 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, including response and resolution time, CSAT, SLA attainment, deflection, cost to serve, and contest/prize integrity.
- Set up internal support and integrity tooling and workflows.
- Drive continuous improvement, automation, and self-service deflection through AI-augmented workflows.
- Partner with product and engineering to ensure a trusted, safe, and fair experience.
- Align customer support and platform integrity decisions with commercial goals, brand risk, and external partner expectations.
Requirements
- 12+ years in customer operations with direct ownership of both customer-facing support and safety/fraud functions.
- Scaled customer support operations at online platforms with demonstrated, quantifiable impact on cost efficiency and user experience.
- Built or matured billing, collections, or dispute resolution processes.
- Direct experience with safety and privacy compliance in a consumer product.
- Hands-on experience selecting and implementing trust and safety and support vendor landscape.
- Experience knowing when to build in-house versus outsourcing.
- Clear point of view on where AI and automation belong in fraud detection and customer support, with the ability to implement that vision.
- Strong communicator who can build trust with cross-functional partners.
- Comfortable being the final call on high-stakes escalations.
- Comfortable working in the weeds of a messy ticket queue.
Skills
- Customer Support
- Platform Integrity
- Operations Management
- Vendor Management
- AI/Automation
- Fraud Detection
- Safety and Privacy Compliance
- Cross-functional Communication
- Escalation Management
Location
- Remote
Work Type
- Full-time
Experience Level
- 12+ years
Benefits
- Competitive Salary
- Generous Medical (Blue Cross Blue Shield), Dental, Vision
- Company-paid Life Insurance
- Company contributions to employee Health Savings Accounts (HSA)
- 401k Plan with Safe Harbor company-matching
- Flexible vacation policy
- Paid company holidays
- Company-provided technology package
- Relocation assistance (including travel and company-provided housing for the first 90 days)
About the Company
- Beast Industries is a multifaceted media and entertainment company founded by Jimmy Donaldson (MrBeast).
- Renowned for revolutionizing digital content creation, Beast Industries has a diverse portfolio extending beyond YouTube.
- Mission: To entertain, inspire, and create significant social impact.
- Operates across digital media, philanthropy, consumer products, and innovative business initiatives.
- Believes in the transformative power of digital media to entertain, educate, and effect positive change.
- Commitment to innovation, creativity, and philanthropy drives exploration of new frontiers and building a legacy.