Community Experience LeadLocation: Toronto, ON (Hybrid - 3 days/week onsite)Salary: $95,000 - $115,000About the RoleWe are looking for an experienced Community Experience Lead to drive and evolve our fintech client’s online community presence across key platforms such as Reddit, Discord, and other social channels.This role sits at the intersection of community building, reputation management, and product communication. You will be responsible for shaping meaningful interactions with our audience, translating complex financial concepts into relatable conversations, and ensuring the brand maintains a trusted and human voice in high-stakes public environments.This is not a junior moderation role. We are looking for a seasoned community strategist who can think critically about engagement, analyze sentiment, and turn community insights into actionable recommendations for internal teams.Candidates with experience in fintech, trading platforms, or financial communities will be particularly well suited for this role.Key ResponsibilitiesCommunity Engagement & GrowthLead community engagement strategies across platforms such as Reddit and DiscordDevelop creative initiatives to grow engagement, including community activations such as financial contests, discussions, and interactive campaignsFoster authentic conversations that strengthen trust and brand affinity within the investing communityReputation & Issue ManagementManage high-stakes public conversations, ensuring responses are thoughtful, transparent, and humanRespond to negative reviews, complaints, and escalations in a way that protects brand reputation while genuinely addressing user concernsProvide strategic guidance during sensitive or complex situations that may impact brand perceptionInsights & Sentiment AnalysisMonitor and analyze community sentiment to identify recurring issues, emerging trends, and systemic concernsTranslate community feedback, comments, and reactions into actionable insights for internal teamsDevelop reports and recommendations that help improve the customer experience and product communicationCross-Functional CollaborationPartner closely with internal teams including Product, Customer Experience, and Contact Centre teams to ensure consistent messaging and issue resolutionHelp translate product updates, technical information, and feature launches into clear community communicationAdvocate for the voice of the customer by sharing community insights with leadership and cross-functional stakeholdersTechnical StorytellingTranslate complex financial topics and platform updates into clear, relatable messaging for retail investors and tradersEnsure communication is accurate, engaging, and tailored to the culture and expectations of each platformWhat You Bring5-8+ years of experience in community management, social engagement, communications, or digital strategyExperience working in fintech, trading platforms, investing communities, or highly technical online ecosystemsProven ability to manage public-facing community platforms such as Reddit or DiscordStrong experience with reputation management and high-stakes public communicationAbility to synthesize large volumes of community feedback into meaningful insightsExcellent written communication skills with the ability to adapt tone across different platformsStrong cross-functional collaboration skills and experience working with product or customer experience teamsWhy This RoleOpportunity to shape and grow a vibrant fintech communityStrategic ownership of community engagement and reputation managementDirect collaboration with product, customer experience, and leadership teamsCompetitive compensation and hybrid work environmentIf you are passionate about building strong online communities, navigating complex public conversations, and translating customer sentiment into meaningful business impact, we would love to hear from you.
