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 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 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 transparent 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

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