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.