VIP Player Services Lead
HybridToronto, Ontario, Canada
Job Summary
Own and evolve the VIP player program across YoWorld and FishWorld by personally managing high-value relationships, planning tailored outreach, and monitoring spending patterns to drive retention. Partner with leadership and cross-functional teams to refine support workflows, escalate complex cases, and translate player sentiment into actionable product recommendations. Mentor distributed Player Services staff, create training playbooks, and implement AI-assisted tools to improve response quality and insight generation. Produce regular Player Pulse reports tracking CSAT trends and service risks while balancing player advocacy with business priorities. Work three days per week in a hybrid Toronto office.
Required Qualifications
- 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
- This is a hybrid role based in Toronto, with an expectation of working in office three days per week
Desired Qualifications
- 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
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