VIP​/Player Services Lead - Video Games

Location: Montreal

About the Role   We’re looking for a player-first leader to own and elevate the experience of our most valuable players — and, by extension, all players. 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.

This is a highly visible role within the team, offering an incredible opportunity to shape the player experience strategy and present direct impact metrics to studio leadership.

This role blends high-level strategy with hands-on execution. You’ll personally engage with top players, mentor and empower the Player Services team, refine tools and workflows, and translate player insights into action across Product, Production, QA, and Operations. If you love combining data, deep empathy, and execution — and believe great service is a competitive advantage — this role is for you.

What You’ll Do  Own VIP & Retention Program    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.
Lead Player Experience Through Partnership    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.
Be the Voice of the Player    Act as the primary advocate for player sentiment across the studio, ensuring player insights inform decisions in Product, Engineering, Operations, Live Services, and QA.
Identify recurring pain points, bugs, and friction areas, partnering with Production and QA to escalate and resolve issues impacting satisfaction and retention.
Balance player advocacy with operational reality — always with a player-first mindset.
Mentor, Train, and Elevate the Team    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    Design, document, and continuously improve Player Services workflows, macros, and communication templates.
Collaborative with the central Scopely PX team to align on shared tools, reporting, automation, and best practices.
Evaluate process performance and player feedback to improve efficiency, accuracy, and overall satisfaction.
Deliver the Player’s Pulse    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.
Plan for Scale & Sustainability    Partner with the Player Services Manager to assess staffing needs, workload balance, and capacity planning for the Bangalore team.
Identify skill gaps and growth opportunities to ensure the team scales effectively with player demand.
Anticipate future player and service challenges, building systems and programs that scale with the business.

What We’re Looking For    Super Proactive & Curious:
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.
Deep Empathy:
A natural ability to connect with players, understand their pain…