Senior VIP Player Support Specialist/Expert

The Senior VIP Player Support Specialist is a key role within the player operations function, responsible for driving long-term engagement and retention of VIP players in designated markets.

This role goes beyond traditional player support by actively monitoring player progression, identifying engagement risks and opportunities, and translating VIP player insights into actionable inputs for game operations and product optimization. Through close collaboration with internal teams, the role helps ensure VIP player expectations are aligned with live operations strategies, contributing to a sustainable and high-quality live service experience

What You'll Do

Develop a deep understanding of the game product by quickly onboarding into gameplay, mastering game mechanics, features, and updates.

Proactively understand and analyze player needs, manage relationships with VIP players in designated markets, and build long-term, stable engagement by delivering high-quality, personalized support.

Maintain strong long-term engagement with VIP players beyond issue resolution. Through proactive communication and interaction with VIP players from specific language markets, identify feedback and needs, accurately assess core concerns, and ensure reasonable requests and feedback are clearly documented, effectively communicated, and appropriately driven into game optimization and improvements.

Closely monitor VIP players in-game progress and engagement. Proactively reach out at appropriate moments based on new features, gameplay updates, or player progression stages, guiding discussions and collecting authentic feedback from VIP players in assigned markets, while collaborating with internal teams to continuously enhance the overall VIP player experience.

What We're Looking For

Fluent proficiency in Korean or Japanese (at least one required), as the role involves direct, day-to-day communication with VIP players in designated Korean- or Japanese-speaking markets.

Strong written and verbal communication skills are required to accurately understand and convey information.

Strong passion for gaming with solid gaming experience. Ability to quickly understand and immerse in games; prior familiarity or deep understanding of SLG (Strategy) games is highly preferred.

Able to analyze needs and issues from a player's perspective.

Strong resilience and emotional stability, capable of remaining calm and professional when handling emotionally charged or high-expectation interactions with VIP players, identifying core needs through effective communication, and proactively driving resolution rather than responding passively.

Proficiency in both English and Mandarin, with the ability to collaborate effectively with team members and stakeholders cross-regional teams.

Excellent communication, requirement analysis, and execution skills. Able to accurately synthesize VIP player needs, coordinate with internal teams to push solutions forward, and balance VIP player expectations with overall game operations objectives to achieve mutually beneficial outcomes.