BIG Viking Games 3

VIP Player Services Lead

Toronto, Ontario, Canada

Sponsorship not specifiedDetected 1 day ago

AccessibilityJiraHubSpotSalesforceCRMAccount ManagementProcess ImprovementCustomer SupportZendeskIntercomLeadershipCommunicationProblem SolvingMentoringPublic SpeakingOrganizational Skills

About the role

This is a hands-on, player-first role that blends VIP relationship management, retention strategy, player services operations, team mentorship, reporting, and cross-functional influence.
You will help shape how we engage with top players, how we respond to player needs, and how player feedback informs decisions across the studio.
The right person is proactive, empathetic, highly organized, commercially aware, and comfortable operating directly with players while also improving systems, workflows, and service quality behind the scenes.

Responsibilities

VIP Player Relationship Management Own and evolve Big Viking Games' VIP player program across YoWorld, FishWorld, and future live-service initiatives.
Personally manage relationships with high-value and highly engaged players through thoughtful, professional, and personalized communication.
Build VIP engagement strategies that support retention, satisfaction, loyalty, and long-term player trust.
Support appropriate upsell, re-engagement, and retention opportunities while maintaining a player-first service mindset.
Player Services Leadership and Quality Partner with Player Services leadership to improve the quality, consistency, and effectiveness of player support.
Provide hands-on support when needed, including reviewing tickets, refining responses, identifying trends, and helping resolve complex or sensitive player issues.
Help ensure players receive clear, timely, accurate, and empathetic support.
About Big Viking Games Big Viking Games is a Canadian gaming company focused on building, operating, and growing long-standing online game communities.
About the Role Big Viking Games is hiring a VIP Player Services Lead to own and elevate the experience of our most valuable and highly engaged players.
Translate player feedback, VIP insights, support trends, community signals, and behavioral data into clear recommendations.

Requirements

4+ years of experience in VIP management, player services, customer experience, community management, retention, account management, or a similar player/customer-facing role.
Strong written and verbal communication skills, with the ability to communicate clearly, warmly, and professionally with players and internal stakeholders.
Experience using player behavior, service trends, sentiment, or customer data to identify issues and recommend improvements.
Ability to work cross-functionally with Product, QA, Engineering, Live Operations, Marketing, Operations, and leadership.
Comfort working independently, identifying emerging issues, and making sound decisions when priorities are not fully defined.
Comfort using AI tools such as ChatGPT, Claude, Gemini, or similar platforms to improve workflows, reporting, communication, and insight generation.

Nice to have

Experience in mobile, social, casual, free-to-play, casino, puzzle, virtual world, or live-service games.
Experience at companies such as Zynga, Moon Active, Playtika, Scopely, or similar online gaming companies.
Experience designing or operating VIP programs, loyalty programs, player events, retention programs, or re-engagement campaigns.
Experience managing a large VIP portfolio or high-volume player community.
Experience with customer support platforms, CRM tools, knowledge management systems, social channels, reporting tools, or workflow automation.
Experience supporting offshore or distributed teams across multiple time zones.
Experience presenting player insights, service trends, or customer experience metrics to leadership.
Experience with Zendesk, Helpshift, Salesforce, HubSpot, Intercom, Jira, Slack, Notion, Airtable, or similar tools.

Benefits

Balance player advocacy with business priorities, operational realities, and long-term product health.

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