// Open Role at Big Viking Games
Lead the VIP Player Services for Big Viking Games' long-standing virtual worlds. This hybrid role blends VIP relationship management, retention strategy, player support operations, and cross-functional influence to elevate the experience of highly engaged players.
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.
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
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.
Strong 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.
Benefits
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.
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 hr@bigvikinggames.com so we can work with you to support your needs.
- 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. - Strong 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
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.