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VIP Player Services Lead - Tiki Solitaire TriPeaks

1 month, 1 week ago
Canada
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Apply Now
Scopely

Scopely

Scopely is a leading mobile entertainment network that partners with elite developers to create immersive games like 'Star Trek Fleet Command' and 'MARVEL Strike Force,' focusing on community and competition in mobile gaming.

Internet Software & Services
1K-5K
Founded 2011
$998M raised
View All Jobs 16

Description

  • Own and evolve the Tiki Solitaire TriPeaks VIP program, including personalized experiences, communications, events, and engagement strategies.
  • Manage relationships with high-value players and use player behavior, feedback, and sentiment to improve the player journey.
  • Partner with the Player Services Manager to improve support quality, consistency, workflows, policies, macros, knowledge resources, and escalation practices.
  • Represent the voice of the player across Product, Engineering, Production, Live Operations, and QA, turning insights into actionable recommendations.
  • Mentor and support the Bangalore-based Player Services team through coaching, documentation, training, and feedback.
  • Own the weekly Player’s Pulse report summarizing player sentiment, customer satisfaction trends, VIP insights, recurring issues, and emerging risks.
  • Improve Player Services tools, reporting, automation, training materials, and operating processes with the central Player Experience team.
  • Support capacity planning and service strategy by identifying workload trends, skill gaps, operational risks, and scaling opportunities.

Requirements

  • Demonstrated experience in VIP, retention, player services, community, customer experience, or a similar relationship-focused role.
  • Experience building trusted relationships with high-value or highly engaged customers through personalized communication.
  • Ability to analyze behavioral data, service trends, and qualitative feedback to identify issues and measure outcomes.
  • Experience collaborating with Product, Engineering, QA, Operations, Marketing, or Live Operations on customer-facing issues.
  • Strong written and verbal English communication skills with the ability to adapt messaging for different audiences.
  • Experience mentoring or enabling distributed teams through coaching, documentation, training, and practical feedback.
  • Ability to work autonomously, identify emerging issues, and use sound judgment when priorities are unclear.
  • Strong attention to detail and the ability to balance hands-on operational work with longer-term strategy.
  • Experience supporting players in mobile or free-to-play games (preferred).
  • Experience designing or running VIP events, loyalty programs, or retention initiatives (preferred).
  • Familiarity with customer support platforms, knowledge management systems, social channels, reporting tools, or workflow automation (preferred).
  • Experience working with teams in Bangalore or across multiple regions and time zones (preferred).
  • Experience presenting customer or player insights to product and studio leadership (preferred).

Benefits

  • Annual salary range of $64,000 to $86,400 CAD for candidates in British Columbia.
  • Eligibility for equity.
  • Eligibility for bonuses.
  • Comprehensive healthcare benefits.
  • Retirement benefits.
  • Pet insurance.
  • Paid holidays.
  • Paid Scopely free days.
  • Unlimited paid time off.

Interested in this position?

Apply directly on the company website

Apply Now

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