VIP and Player Services Lead

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.

What You’ll Do

This role will help shape how Tiki Solitaire TriPeaks players experience the game and how the studio responds to their needs. By connecting direct player relationships, service operations, and cross-functional decision-making, the VIP and Player Services Lead will help the team build greater trust, address friction earlier, and create more thoughtful player experiences at scale.

• 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.

What We’re Looking For

• 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.

Bonus Points

• 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.

At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that! We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!

For candidates in British Columbia, the annual salary range is provided below. In addition to base pay, employees may be eligible for equity, bonuses, and a comprehensive benefits package, including healthcare benefits, retirement benefits, pet insurance, paid holidays, paid Scopely free days, and unlimited paid time off. Base pay offered may vary depending on job-related knowledge, skills, and experience.

British Columbia Annual Salary Range

$64,000 - $86,400 CAD

About Scopely

Scopely is a leading video game and global interactive entertainment company, home to many of the world’s most beloved and enduring experiences, including two of the most successful mobile games of all-time “MONOPOLY GO!” and “Pokémon GO,” along with “Stumble Guys,” “Star Trek™ Fleet Command,” “MARVEL Strike Force,” “WWE Champions,” the Scrabble® franchise, “Yahtzee® With Buddies,” and many others. Across mobile, web, PC, and console, Scopely creates, develops, publishes, and live-operates one of the most diversified and award-winning portfolios in the games industry — bringing hundreds of millions of players together through a shared love of play.

Founded in 2011, Scopely is powered by its exceptional team — including thousands of world-class gamemakers around the globe, a distinctive tenet-driven culture, and its proprietary technology platform, Playgami. Together, these strengths have fueled Scopely’s position as the #1 mobile games company in the U.S. and #2 globally, generating more than $10 billion in lifetime revenue. Whether building global sensations like “MONOPOLY GO!” from the ground up, or expanding through strategic acquisitions, including the FoxNext, GSN, and Scopely Explore games businesses — Scopely consistently delivers experiences players love today and return to for years to come.

Recognized multiple times as one of the "100 Most Influential Companies in the World" by TIME magazine and one of Fast Company's "World's Most Innovative Companies" and “Best Workplaces for Innovators,” Scopely believes that video games can be a force for good — creating meaningful connections, vibrant communities, and making life better through play.

Scopely has global operations and partners across four continents in more than a dozen countries worldwide.

Notice to Candidates: Scopely will never request payment or financial information during the application or hiring process. Please apply only through our official website and verify that all Talent Partner communications come from an email address ending in @scopely.com.

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Employment at Scopely is based solely on a person's merit and qualifications. Scopely does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. We also consider qualified applicants with arrest or conviction records, consistent with applicable federal, state and local law.