VIP Manager, Account management
Position Overview
Job Description
Scopely is looking for a VIP Manager (Account management) to join our Star Trek Fleet Command team in UK on a hybrid basis.
At Scopely, we care deeply about what we do and want to inspire play, every day – whether in our work environments alongside 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 in the mobile games industry, connecting millions of players around the world daily.
Star Trek Fleet Command is a standout success in the gaming industry. Launched in 2018, our in-house developed 4X MMO has continually evolved, earning its place as one of the top-grossing games on the market. Our next chapter is bold: we’re evolving the traditional 4X experience in STFC — and we need smart systems to power that next step.
● Establish and nurture relationships with a large group of VIP Players and proactively anticipate customer needs based on the portfolio's VIP Strategy
● Have regular communication with VIPs through a variety of communication channels (eg by live chat, email, and by phone)
● Might manage a community channel dedicated to VIPs if relevant (for example, Discord servers, Facebook groups…)
● Communication will be two-way - players will be able to contact you for prompt resolution on issues they may have, and at the same time, you will work on engaging with them proactively
● Triage new game bugs and coordinate with Quality Assurance and/or Product Teams to identify and resolve game issues quickly to provide players with a fast resolution to their inquiry
● Oversee and direct a group of VIP support agents to keep resolution times low and customer satisfaction high
● Work with the Community team and Player Care teams to understand upcoming events, and product updates and ensure that your VIPs are kept up to date
● You will be the voice of our VIP players, providing insight and being able to engage with our User Research and Product teams to provide feedback on what our VIPs love and which aspects they’d like to change
● Monitor key KPIs such as contact rates, player activity, spending patterns, and lapse players, and act on these trends for your players● Analyze past and current player behaviors and how they can be improved by bonuses, gifts or events, or any other initiatives needed to grow customer loyalty
What We’re Looking For
● 4+ years of work experience in a VIP team, customer service or customer support role
● Casino/gaming VIP or host experience a plus
● Video game or mobile game experience a plus
● Data-driven with an ability to understand trends and find ROI-positive solutions
● Tremendous communication skills, including excellent written and spoken English
● Must have a passion for conflict resolution and problem-solving
● Strong evidence of contributing to customer satisfaction and retention
● Account management experience
● Ability to analyze and draw conclusions from raw data
● Need to have creative impulses and the confidence to share ideas with teammates
● Outgoing, likable, enthusiastic, and driven to achieve results
Bonus Points
● Ability to produce target-specific campaigns and report pre / post-campaign
● Proven experience in VIP portfolio / ROI-driven growth
● Experience in VIP account management for a mobile game or product
● Proven experience in analytical, reporting, and budget management
Please submit all resumes in English
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 m...
Perks & Benefits
About This Role
Scopely is seeking a VIP Manager, Account management to join their Intellectual Property team at the Mid level. This is a Full time, Onsite position based in Gb - London, United Kingdom.
Interested candidates are encouraged to review the full job description above and apply through LegalAlphabet to be considered for this opportunity.
Practice Area
Intellectual Property
Position
Mid
Applicant Location Requirements
Applicants must be located in: US
Application Contact
Contact: Scopely Hiring Team
Application Deadline
June 26, 2026
Employment Type
Full time
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