About Big Viking GamesBig 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 new 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 RoleBig 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.RequirementsWhat You'll DoVIP Player Relationship ManagementOwn and evolve Big Viking Games' VIP player program across YoWorld, FishWorld, and future live-service initiativesPersonally manage relationships with high-value and highly engaged players through thoughtful, professional, and personalized communicationBuild VIP engagement strategies that support retention, satisfaction, loyalty, and long-term player trustPlan and coordinate VIP outreach, events, promotions, social engagement, special experiences, and tailored communicationsMonitor player behavior, spending patterns, sentiment, service history, and engagement signals to identify opportunities and risksSupport appropriate upsell, re-engagement, and retention opportunities while maintaining a player-first service mindsetEnsure VIP players feel heard, respected, supported, and valued without creating unsustainable one-off processesPlayer Services Leadership and QualityPartner with Player Services leadership to improve the quality, consistency, and effectiveness of player supportHelp refine workflows, escalation paths, service policies, macros, knowledge articles, templates, and communication standardsProvide hands‐on support when needed, including reviewing tickets, refining responses, identifying trends, and helping resolve complex or sensitive player issuesHelp ensure players receive clear, timely, accurate, and empathetic supportIdentify recurring pain points, service gaps, bugs, policy confusion, or product friction that may impact satisfaction and retentionImprove how the team handles escalations, difficult player interactions, VIP issues, and high‐sensitivity casesVoice of the PlayerServe as a key advocate for player sentiment across the studioTranslate player feedback, VIP insights, support trends, community signals, and behavioral data into clear recommendationsPartner with Product, Live Operations,



QA, Engineering, Marketing, and leadership to help prioritize player-facing improvementsIdentify emerging risks before they become larger player experience issuesBalance player advocacy with business priorities, operational realities, and long-term product healthHelp the studio understand what players are experiencing, what they value, where they are frustrated, and what actions may improve satisfaction and retentionReporting, Insights, and Player PulseOwn a regular Player Pulse report for studio stakeholders, summarizing player sentiment, VIP insights, CSAT trends, recurring issues, service risks, and recommended actionsUse support data, player behavior, qualitative feedback, and VIP interactions to identify trends and opportunitiesTrack the performance of VIP engagement, retention initiatives, promotions, outreach, and player services improvementsPresent insights clearly to leadership and cross‐functional teamsHelp convert raw player feedback and service data into decision‐ready narrativesUse AI tools thoughtfully to summarize feedback, identify patterns, draft reports, improve response quality, and accelerate insight generationTeam Enablement, Training, and Process ImprovementMentor and support distributed or offshore Player Services team members, helping build stronger communication, empathy, judgment, ownership, and problem‐solving skillsCreate and maintain training materials, playbooks, workflows, escalation guides, and service standardsHelp improve onboarding and ongoing development for Player Services contributorsPartner with team leads or external service partners to improve quality, consistency, and accountabilityIdentify workload trends, skill gaps, capacity risks, and opportunities to scale the service function more sustainablyBuild repeatable processes that improve player support without relying only on individual heroicsTools, Automation, and AI WorkflowsIdentify opportunities to improve Player Services tools, reporting, documentation, automation, and workflowsHelp implement practical AI‐assisted workflows for ticket review, sentiment summaries, VIP notes, macro drafting, knowledge management, and recurring reportingPartner with operations and systems teams to improve how player data, service history, and VIP activity are trackedHelp maintain clean, useful records of VIP interactions, player issues, retention activity, and follow‐upsEnsure tools and workflows support better service quality, faster response times, and stronger player relationshipsWhat You Bring4+ years of experience in VIP management, player services, customer experience, community management, retention, account management, or a similar player/customer‐facing roleExperience managing relationships with high‐value, highly engaged, or high‐touch customers or playersStrong written and verbal communication skills, with the ability to communicate clearly, warmly, and professionally with players and internal stakeholdersStrong judgment when handling sensitive, emotional, escalated, or high‐value player situationsExperience using player behavior, service trends, sentiment, or customer data to identify issues and recommend improvementsExperience creating or improving support workflows, macros, knowledge resources, escalation processes, training materials, or service standardsAbility to work cross‐functionally with Product, QA, Engineering,



Live Operations, Marketing, Operations, and leadershipStrong organizational skills and attention to detailAbility to manage hands‐on operational work while also contributing to longer‐term player experience strategyComfort working independently, identifying emerging issues, and making sound decisions when priorities are not fully definedA proactive, curious, player‐first mindset with robust follow‐throughComfort using AI tools such as ChatGPT, Claude, Gemini, or similar platforms to improve workflows, reporting, communication, and insight generationNice to HaveExperience in mobile, social, casual, free‐to‐play, casino, puzzle, virtual world, or live‐service gamesExperience at companies such as Zynga, Moon Active, Playtika, Scopely, or similar online gaming companiesExperience designing or operating VIP programs, loyalty programs, player events, retention programs, or re‐engagement campaignsExperience managing a large VIP portfolio or high-volume player communityExperience with customer support platforms, CRM tools, knowledge management systems, social channels, reporting tools, or workflow automationExperience supporting offshore or distributed teams across multiple time zonesExperience presenting player insights, service trends, or customer experience metrics to leadershipExperience with Zendesk, Helpshift, Salesforce, HubSpot, Intercom, Jira, Slack, Notion, Airtable, or similar toolsExperience with player segmentation, retention analysis, LTV, ARPPU, churn risk, CSAT, response time, resolution quality, or service operations metricsIdeal Candidate ProfileThe 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 studioThey are not just reactive. They look for patterns, identify risks early, improve workflows, and help the team operate with more consistency and careThey 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 leadershipThis role is best suited for someone who combines empathy, commercial judgment, data awareness, process discipline, and hands‐on executionCompensationThe 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.BenefitsGroup Retirement Savings Plan matching and participationComprehensive advantages package, including health, dental, and vision coverageHealth and Wellness spending accountGenerous time off policiesOpportunity to work on long-running live-service games with loyal player communitiesHigh‐impact role with direct influence over VIP relationships, player sentiment, retention, and service qualityExposure to product, live operations, player experience strategy, AI‐enabled workflows, and cross‐functional decision‐makingAccessibility and AccommodationBig 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.

📌 Vip Player Services Lead (Toronto)
🏢 Big Viking Games
📍 Toronto