As the Player Services Lead / VIP Manager, you’ll operate and improve our VIP program, partner closely with Player Services leadership, and act as the studio’s primary advocate for player sentiment, satisfaction, and retention. If you love combining data, deep empathy, and execution — and believe outstanding service is a competitive advantage — this role is for you. Personally manage the VIP portfolio, engaging directly with top players through personalized outreach, events, social media and tailored experiences.

Own the calendar and manage the content creation to support VIP events Use player data, sentiment, and behavior trends to evolve VIP programs into scalable, sustainable retention drivers. Partner closely with the Player Services Manager to guide the strategy, quality, and consistency of the Player Services organization. Ensure players receive clear, timely, and empathetic support — while empowering the Bangalore-based Player Services team with strong tools, policies, and context.

Provide hands-on support when needed, including writing or refining macros, reviewing tickets, monitoring trends, and responding quickly to emerging issues. Mentor and support the Player Services team in Bangalore, building skills in communication, empathy, problem-solving, and ownership. Create and maintain training materials, playbooks, workflows, and feedback loops that improve service quality and consistency.

Foster a culture of pride, professionalism, and continuous improvement in partnership with the Player Services Manager.

Drive

Process, Tools,



and Quality Improvements Evaluate process performance and player feedback to improve efficiency, accuracy, and overall satisfaction. Own and deliver the weekly Player’s Pulse — a studio-wide snapshot of player sentiment, CSAT trends, VIP insights, and emerging risks. Synthesize data from Player Services, VIP interactions, and analytics into clear, actionable insights.

Partner with Product, Engineering, and Operations to ensure player data meaningfully influences prioritization and decision-making. Partner with the Player Services Manager to assess staffing needs, workload balance, and capacity planning for the Bangalore team. Anticipate future player and service challenges, building systems and programs that scale with the business.

A self-starter who doesn't wait for direction, is constantly asking "why," and actively seeks out ways to optimize the player journey and resolve underlying issues before they escalate. ~ Excellent English Communication Skills: Flawless written and verbal communication skills—clear, warm, professional, and capable of representing the company to high-value external players and senior internal leadership. ~ 3+ years experience in Player Experience, Player Services, VIP Management, Community, or related roles (games experience strongly preferred). ~ Strong leadership and mentorship skills, with experience supporting offshore or distributed teams (such as Bangalore). ~ Comfort working across data, tools, workflows, and direct player interaction. ~

📌 VIP/Player Services Lead - Video Games (Montreal)
🏢 XQA
📍 Montreal