About Big Viking Games
Big Viking Games is a Canadian gaming company focused on building, operating, and growing long-standing online game communities. Our games have entertained players for years, supported by loyal audiences, live operations, evolving content systems, product innovation, and deep player-driven economies.

Our flagship titles, YoWorld and FishWorld, have served millions of players over their lifetime. These are enduring live-service virtual worlds with rich in-game economies, virtual goods, social interaction, and long-term player engagement at their core.

We are entering a recent phase of modernization and growth, with a focus on stronger player relationships, better service operations, smarter retention programs, practical AI adoption, improved workflows, and scalable systems that help our games and teams perform at a higher level.

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.

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.

You will work closely with leadership, Player Services, Product, Live Operations, QA, Engineering, Marketing, and external or distributed support teams to strengthen player trust, improve satisfaction, identify friction earlier, and support stronger retention.

This is a hybrid role based in Toronto, with an expectation of working in office three days per week.

Requirements
What You’ll Do
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

Plan and coordinate VIP outreach, events, promotions, social engagement, special experiences, and tailored communications

Monitor player behavior, spending patterns, sentiment, service history, and engagement signals to identify opportunities and risks

Support appropriate upsell, re-engagement, and retention opportunities while maintaining a player-first service mindset

Ensure VIP players feel heard, respected, supported, and valued without creating unsustainable one-off processes

Player Services Leadership and Quality

Partner with Player Services leadership to improve the quality, consistency, and effectiveness of player support

Help refine workflows, escalation paths, service policies, macros, knowledge articles, templates, and communication standards

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

Identify recurring pain points, service gaps, bugs, policy confusion, or product friction that may impact satisfaction and retention

Improve how the team handles escalations, difficult player interactions, VIP issues, and high‑sensitivity cases

Voice of the Player

Serve as a key advocate for player sentiment across the studio

Translate player feedback, VIP insights, support trends, community signals, and behavioral data into clear recommendations

Partner with Product, Live Operations, QA,



Engineering, Marketing, and leadership to help prioritize player-facing improvements

Identify emerging risks before they become larger player experience issues

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

Help the studio understand what players are experiencing, what they value, where they are frustrated, and what actions may improve satisfaction and retention

Reporting, Insights, and Player Pulse

Own a regular Player Pulse report for studio stakeholders, summarizing player sentiment, VIP insights, CSAT trends, recurring issues, service risks, and recommended actions

Use support data, player behavior, qualitative feedback, and VIP interactions to identify trends and opportunities

Track the performance of VIP engagement, retention initiatives, promotions, outreach, and player services improvements

Present insights clearly to leadership and cross‑functional teams

Help convert raw player feedback and service data into decision‑ready narratives

Use AI tools thoughtfully to summarize feedback, identify patterns, draft reports, improve response quality, and accelerate insight generation

Team Enablement, Training, and Process Improvement

Mentor and support distributed or offshore Player Services team members, helping build stronger communication, empathy, judgment, ownership, and problem‑solving skills

Create and maintain training materials, playbooks, workflows, escalation guides, and service standards

Help improve onboarding and ongoing development for Player Services contributors

Partner with team leads or external service partners to improve quality, consistency, and accountability

Identify workload trends, skill gaps, capacity risks, and opportunities to scale the service function more sustainably

Build repeatable processes that improve player support without relying only on individual heroics

Tools, Automation, and AI Workflows

Identify opportunities to improve Player Services tools, reporting, documentation, automation, and workflows

Help implement practical AI‑assisted workflows for ticket review, sentiment summaries, VIP notes, macro drafting, knowledge management, and recurring reporting

Partner with operations and systems teams to improve how player data, service history, and VIP activity are tracked

Help maintain clean, useful records of VIP interactions, player issues, retention activity, and follow‑ups

Ensure tools and workflows support better service quality, faster response times, and stronger player relationships

What You Bring

4+ years of experience in VIP management, player services, customer experience, community management, retention, account management, or a similar player/customer‑facing role

Experience managing relationships with high‑value, highly engaged, or high‑touch customers or players

Solid written and verbal communication skills, with the ability to communicate clearly, warmly, and professionally with players and internal stakeholders

Strong judgment when handling sensitive, emotional, escalated, or high‑value player situations

Experience using player behavior, service trends, sentiment, or customer data to identify issues and recommend improvements

Experience creating or improving support workflows, macros, knowledge resources, escalation processes, training materials, or service standards

Ability to work cross‑functionally with Product, QA, Engineering, Live Operations,



Marketing, Operations, and leadership

Strong organizational skills and attention to detail

Ability to manage hands‑on operational work while also contributing to longer‑term player experience strategy

Comfort working independently, identifying emerging issues, and making sound decisions when priorities are not fully defined

A proactive, curious, player‑first mindset with strong follow‑through

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

Experience with player segmentation, retention analysis, LTV, ARPPU, churn risk, CSAT, response time, resolution quality, or service operations metrics

Ideal Candidate Profile

The ideal candidate is a player‑first operator who understands that great service is a competitive advantage. They can build trusted relationships with valuable players, handle difficult conversations with professionalism, and turn player feedback into useful insight for the studio

They are not just reactive. They look for patterns, identify risks early, improve workflows, and help the team operate with more consistency and care

They are equally comfortable writing a thoughtful player message, reviewing support trends, building a VIP engagement calendar, coaching a support team member, escalating a product issue, or presenting player sentiment to leadership

This role is best suited for someone who combines empathy, commercial judgment, data awareness, process discipline, and hands‑on execution

Compensation
The expected salary is depending on experience, player services background, VIP program experience, gaming experience, and overall fit. There will be a base pay plus commission for this role.

Candidates with strong free‑to‑play gaming experience, VIP program ownership, retention strategy, and distributed team enablement experience will be considered at the higher end of the range.

Benefits

Group Retirement Savings Plan matching and participation

Comprehensive benefits package, including health, dental, and vision coverage

Health and Wellness spending account

Generous time off policies

Opportunity to work on long-running live-service games with loyal player communities

High‑impact role with direct influence over VIP relationships, player sentiment, retention, and service quality

Exposure to product, live operations, player experience strategy, AI‑enabled workflows, and cross‑functional decision‑making

Accessibility and Accommodation
Big Viking Games is committed to creating an inclusive and accessible environment for all candidates. We welcome applications from individuals of all abilities and will provide accommodations throughout the hiring process as needed.

If you require accommodation during the hiring process, please contact [email protected] so we can work with you to support your needs.

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📌 VIP Player Services Lead (Ontario)
🏢 Big Viking Games
📍 Ontario