VIP Player Experience Lead

Big Viking Games

Toronto

Hybrid

CAD 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Health and dental benefits

RRSP matching

Hybrid Toronto office

Long-running live-service projects

Job summary

Big Viking Games in Toronto is seeking a VIP Player Services Lead to own the experience of our most valued players. This is a hands-on, player-first role blending VIP relationship management, retention strategy, and cross-functional collaboration.

The role requires proactive leadership and a bias for improving service quality in a hybrid Toronto office. You will mentor the team, shape support workflows, and partner with Product, Live Ops, Engineering, Marketing to enhance retention,

Qualifications

4+ years in VIP management, player services, or related field.
Experience handling high-value, high-touch players.
Strong written and verbal communication.

Responsibilities

Own and evolve VIP player program across major titles and future live-service initiatives.
Lead and mentor the Player Services team, review tickets, and drive service quality.
Translate player feedback into actionable recommendations for product and live ops.
Partner with Product, Live Operations, QA, Engineering, Marketing and leadership.
Own Player Pulse reporting and track CSAT trends and retention metrics.