VIP Player Services Lead

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 Fish World, 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.
What You’ll Do  VIP Player Relationship Management   Own and evolve Big Viking Games’ VIP player program across YoWorld, Fish World, 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 clear recommendations.
Partner with Product, Live Operations, QA, Engineering, Marketing, and leadership to help prioritize player-facings 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,…