Beast Industries
Head of Customer Experience & Platform Integrity
New York, NY or San Mateo, California +1 · Director · Full-time · Posted Jul 24, 2026
- Location
- New York, NY or San Mateo, California
Corporate - Experience
- 12+ years in customer operations.
About the job
Build and lead customer support and platform integrity operations for a new consumer app, including its systems, workflows, vendors, and operating model.
What you'll do
- Design support and integrity operations, including tiers, severity frameworks, escalation paths, SLAs, and incident response.
- Select and manage vendors and tooling; define coverage, metrics, and build-versus-buy decisions as the company scales.
- Improve support and platform safety through automation, AI-augmented workflows, and collaboration with product and engineering.
What they ask for
- 12+ years in customer operations, with direct ownership of customer support and a safety or fraud function.
- Experience scaling support operations at online platforms with quantifiable impact on cost efficiency and user experience, and building or maturing 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 vendors; ability to implement a vision for AI and automation in fraud detection and customer support.
AI focus
Implement AI-augmented support workflows, automation, and self-service deflection; apply AI and automation to fraud detection and customer support.
Model-written summary · the original posting is authoritative