Game VIP Operations Team Lead (High Value Users) Arabic/Chinese📣 Job Ad

About the Role

Wejoy is seeking a VIP Operations Team Lead (High-Value Users) to join their team in Riyadh, Saudi Arabia. This full-time role involves leading and managing the VIP Operations team, focusing on enhancing the experience and retention of high-value users. The ideal candidate will have 2-5 years of relevant experience.

Team Leadership and Development

The Team Lead will be responsible for the daily management, coaching, and development of the VIP Operations team. This includes establishing operational standards such as issue escalation protocols, performance benchmarks, and service Standard Operating Procedures (SOPs). The role requires ownership of team KPIs, including VIP retention, satisfaction, and revenue contribution.

Key Responsibilities

• Directly handle complex inquiries and requirements from top-tier VIP users.
• Evaluate the feasibility of requests and prioritize them effectively.
• Lead high-risk scenario management, including churn prevention, public complaints, and refund disputes, to build high-trust relationships with key users.
• Execute segmented operational strategies tailored to different VIP tiers, balancing user retention with lifetime value (LTV) growth through differentiated privileges and service programs.
• Track spending fluctuations, churn risk indicators, and lifecycle trends.
• Utilize data insights to refine user profiles, optimize service delivery, and align operational resources.
• Partner with Product, Customer Support, Risk Control, and Marketing teams to secure dedicated VIP resources and drive product improvements based on user feedback.
• Regularly review service metrics and user feedback to iterate VIP service SOPs, address core user pain points, and elevate overall service quality.

Qualifications and Experience

• A minimum of 2-5 years of experience in a relevant field.
• Demonstrated ability to lead and develop a team.
• Experience in managing high-value client relationships and complex operational scenarios.
• Proficiency in data analysis for user behavior and service optimization.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring close collaboration with various internal departments to achieve service excellence for VIP users.

Application Process

Candidates interested in this role are encouraged to apply.