Open Roles

Community Experience Lead
Toronto, Ontario, Canada

  • Location: Toronto, Ontario
  • Type: Permanent
  • Job #18509

Community Experience Lead

Location: Toronto, ON (Hybrid – 3 days/week onsite)

Salary: $95,000 – $115,000

About the Role

We 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 Responsibilities

Community Engagement & Growth

  • Lead community engagement strategies across platforms such as Reddit and Discord

  • Develop creative initiatives to grow engagement, including community activations such as financial contests, discussions, and interactive campaigns

  • Foster authentic conversations that strengthen trust and brand affinity within the investing community

Reputation & Issue Management

  • Manage high-stakes public conversations, ensuring responses are thoughtful, transparent, and human

  • Respond to negative reviews, complaints, and escalations in a way that protects brand reputation while genuinely addressing user concerns

  • Provide strategic guidance during sensitive or complex situations that may impact brand perception

Insights & Sentiment Analysis

  • Monitor and analyze community sentiment to identify recurring issues, emerging trends, and systemic concerns

  • Translate community feedback, comments, and reactions into actionable insights for internal teams

  • Develop reports and recommendations that help improve the customer experience and product communication

Cross-Functional Collaboration

  • Partner closely with internal teams including Product, Customer Experience, and Contact Centre teams to ensure consistent messaging and issue resolution

  • Help translate product updates, technical information, and feature launches into clear community communication

  • Advocate for the voice of the customer by sharing community insights with leadership and cross-functional stakeholders

Technical Storytelling

  • Translate complex financial topics and platform updates into clear, relatable messaging for retail investors and traders

  • Ensure communication is accurate, engaging, and tailored to the culture and expectations of each platform

What You Bring

  • 5–8+ years of experience in community management, social engagement, communications, or digital strategy

  • Experience working in fintech, trading platforms, investing communities, or highly technical online ecosystems

  • Proven ability to manage public-facing community platforms such as Reddit or Discord

  • Strong experience with reputation management and high-stakes public communication

  • Ability to synthesize large volumes of community feedback into meaningful insights

  • Excellent written communication skills with the ability to adapt tone across different platforms

  • Strong cross-functional collaboration skills and experience working with product or customer experience teams

Why This Role

  • Opportunity to shape and grow a vibrant fintech community

  • Strategic ownership of community engagement and reputation management

  • Direct collaboration with product, customer experience, and leadership teams

  • Competitive compensation and hybrid work environment

If 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.

Contact Us.

At Creative Niche, we’re committed to building diverse, equitable, and inclusive workplaces, both within our own team and for the clients we serve. We welcome applications from candidates of all backgrounds, identities, and abilities. If you require accommodation at any stage of the recruitment process, please let us know and we’ll work with you to meet your needs.
Open Roles

Creative Niche was founded on land that is the traditional territory of the Mississaugas of the Credit, the Anishnabeg, the Haudenosaunee, and the Wendat peoples, and is now home to many diverse First Nations, Inuit, and Métis Peoples from across Turtle Island. We acknowledge that we are all treaty people and accept our responsibility to honour all our relations.

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Creative Niche was founded on land that is the traditional territory of the Mississaugas of the Credit, the Anishnabeg, the Haudenosaunee, and the Wendat peoples, and is now home to many diverse First Nations, Inuit, and Métis Peoples from across Turtle Island. We acknowledge that we are all treaty people and accept our responsibility to honour all our relations.

To recognize the land is an expression of gratitude and appreciation to those whose territory we reside on, and a way of honouring the Indigenous people who have been living and working on the land from time immemorial. Land acknowledgements do not exist in a past tense, or historical context: colonialism is current and ongoing, and we need to centre reconciliation in our actions and in our work. We encourage our team, partners, and clients to learn about the lands in which they live and to work towards reconciliation.

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Creative Niche was founded on land that is the traditional territory of the Mississaugas of the Credit, the Anishnabeg, the Haudenosaunee, and the Wendat peoples, and is now home to many diverse First Nations, Inuit, and Métis Peoples from across Turtle Island. We acknowledge that we are all treaty people and accept our responsibility to honour all our relations.

Read more

Creative Niche was founded on land that is the traditional territory of the Mississaugas of the Credit, the Anishnabeg, the Haudenosaunee, and the Wendat peoples, and is now home to many diverse First Nations, Inuit, and Métis Peoples from across Turtle Island. We acknowledge that we are all treaty people and accept our responsibility to honour all our relations.

To recognize the land is an expression of gratitude and appreciation to those whose territory we reside on, and a way of honouring the Indigenous people who have been living and working on the land from time immemorial. Land acknowledgements do not exist in a past tense, or historical context: colonialism is current and ongoing, and we need to centre reconciliation in our actions and in our work. We encourage our team, partners, and clients to learn about the lands in which they live and to work towards reconciliation.

Read Less

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