Head of Customer Experience & Platform Integrity

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.