VIP Player Services Lead - Tiki Solitaire TriPeaks

Scopely

6d•CA$64,000 - CA$86,400•Remote

About The Position

Scopely is looking for a VIP and Player Services Lead to join our Tiki Solitaire TriPeaks team in Canada on a remote basis. At Scopely, we care deeply about what we do and want to inspire play every day - whether in our work environments alongside our talented colleagues or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing, and innovating the mobile games industry, connecting millions of people worldwide daily. Tiki Solitaire TriPeaks is a top grossing solitaire game. The close knit team has an outstanding culture where they embrace and respect each other as individuals and equals.

Requirements

Demonstrated experience managing VIP, retention, player services, community, customer experience, or comparable relationship programs.
Experience building trusted relationships with high-value or highly engaged customers through thoughtful, personalized communication.
Ability to use behavioral data, service trends, and qualitative feedback to identify issues, recommend improvements, and measure outcomes.
Experience collaborating across Product, Engineering, QA, Operations, Marketing, or Live Operations to resolve customer-facing issues and improve experiences.
Clear written and verbal English communication, with the ability to adapt messages for players, distributed teams, and senior studio stakeholders.
Experience mentoring or enabling distributed teams through coaching, documentation, training, and practical feedback.
Ability to work autonomously, identify emerging issues, and exercise sound judgment when priorities or solutions are not fully defined.
Strong attention to detail, with the ability to manage hands-on operational work while contributing to longer-term player experience strategy.

Nice To Haves

Experience supporting players in mobile or free-to-play games.
Experience designing or operating VIP events, loyalty programs, or retention initiatives.
Familiarity with customer support platforms, knowledge management systems, social channels, reporting tools, or workflow automation.
Experience working with teams based in Bangalore or across multiple regions and time zones.
Experience presenting customer or player insights to product and studio leadership.

Responsibilities

Own and evolve the Tiki Solitaire TriPeaks VIP program, building personalized experiences, communications, events, and engagement strategies that strengthen player relationships and retention.
Manage relationships with high-value players across appropriate channels, using player behavior, feedback, and sentiment to identify needs and improve the overall player journey.
Partner with the Player Services Manager to improve the quality, consistency, and effectiveness of player support, including workflows, policies, macros, knowledge resources, and escalation practices.
Represent the voice of the player across Product, Engineering, Production, Live Operations, and QA, translating player insights into clear priorities and actionable recommendations.
Mentor and support the Bangalore-based Player Services team, strengthening capabilities in communication, empathy, problem-solving, judgment, and ownership.
Own the weekly Player’s Pulse, synthesizing player sentiment, customer satisfaction trends, VIP insights, recurring issues, and emerging risks for studio stakeholders.
Identify and implement improvements to Player Services tools, reporting, automation, training materials, and operating processes in partnership with Scopely’s central Player Experience team.
Support capacity planning and service strategy by identifying workload trends, skill gaps, operational risks, and opportunities to scale the team sustainably.