Position Overview

We are looking for a VIP Player Experience Specialist to be the dedicated bridge between our game and our most valued players. This role is critical in ensuring that our VIP players feel engaged, supported, and connected to both the game and the company. You will act as a trusted advisor and advocate for VIPs, building long-term relationships, gathering meaningful feedback, and working closely with internal teams to deliver a premium player experience. The ideal candidate is passionate about gaming, thrives in player-facing roles, and has the ability to balance user satisfaction with business objectives.

Responsibilities:

Deeply understand our game's mechanics, pacing, and player journey, with a focus on the needs and behaviors of VIP players.
Act as the primary contact for VIP players: actively listen, resolve issues promptly, and ensure they feel valued, supported, and connected to the game.
Build and maintain long-term relationships by engaging in ongoing conversations, identifying underlying needs, and relaying valuable feedback to internal teams.
Monitor VIP player progression and engagement; proactively reach out during major updates or new feature launches to guide discussions and gather insights.
Collaborate closely with internal product, operations, and community teams to ensure VIP feedback is translated into actionable improvements.
Identify repetitive or inefficient workflows and propose AI-enabled improvements, automations, templates, and operating processes.

Requirements:

Strong command of English, with excellent written and verbal communication skills. Ability to communicate professionally with VIP players and accurately convey information.
Additional proficiency in Mandarin Chinese is advantageous, to engage with regional players and stakeholders.
Passionate gamer with the ability to quickly pick up and immerse in new titles. Prior experience with SLG (strategy) games will be a strong advantage.
High emotional resilience and professionalism when handling sensitive or escalated interactions. Able to identify key issues, remain calm under pressure, and drive effective resolutions.
Strong interpersonal, analytical, and coordination skills. Able to summarize player needs clearly, work cross-functionally, and recommend balanced solutions that enhance both player satisfaction and business objectives.
A proactive, AI-positive mindset, with an interest in using AI and automation to improve efficiency, decision-making, and player experiences.
Diploma or Degree in any discipline preferred, with prior experience in customer relations, community management, or VIP account servicing an added advantage.
Fresh graduates with strong gaming passion and excellent communication skills are encouraged to apply.

VIP Player Experience Specialist - Early Career