Head, Community Engagement

Neo Financial Technologies Inc.; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

A leading financial technology startup based in Toronto is seeking a seasoned Head of Community. The role focuses on developing community strategies, creating value for users, and leading a dedicated team. Candidates should have extensive community management experience and the ability to work in a fast-paced, innovative environment.

Benefits

Equity through stock options

Collaborative team environment

Qualifications

• 7+ years of experience in community management, with at least 2 years in a leadership role.
• Excellent written and verbal communication skills.
• Proven experience influencing cross-functional teams and senior leadership.

Responsibilities

• Develop and own the overarching community strategy.
• Spearhead the creation of content and community-led initiatives.
• Lead, mentor, and grow a team of Community Specialists.

Skills

Community Management

Analytical Skills

Crisis Management

Communication

Tools

Reddit

Discourse

AI-powered community tools

Job description

Join us to build a more rewarding financial future for all Canadians

At Neo, we’re on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly expanding tech startup isn’t for everyone. It’s complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada.

• LinkedIn’s Top Startup in Canada for 2022 and 2023
• Top-ranked mobile apps and credit cards
• Team of 700+ people
• 1M+ customers

The Role

We are seeking a seasoned and strategic Head of Community to lead our community efforts. This is a senior role that is both strategic and hands-on. You will be responsible for not only developing the overarching community strategy but also for rolling up your sleeves to create value every day. You will build a community where users feel supported, see tangible value, and become our most passionate fans. You will be the champion of our users, ensuring their voice influences our direction while also directly enriching their journey with Neo.

What you'll be doing:

• Develop and own the overarching community strategy, aligning it with company objectives and ensuring buy-in from leadership.
• Spearhead the creation of content, resources, and community-led initiatives that help users unlock more value from Neo, driving product adoption and customer success.
• Build a thriving, loyal community of fans and advocates through both scalable programs (1-to-many) and direct, personal engagement (1-to-1), fostering a sense of belonging and connection to the Neo brand.
• Serve as the primary advocate for our community internally, championing the voice of the customer to product, marketing, and leadership teams to influence product roadmap and company strategy.
• Act as the ultimate point of escalation and support, directly assisting customers who are stuck and turning challenging situations into opportunities for advocacy.
• Lead, mentor, and grow a team of Community Specialists, fostering a culture of user-centricity, problem-solving, and proactive engagement.
• Oversee the management and growth of our online communities across all platforms, including Reddit, Discourse.
• Manage reputational risks and lead crisis management efforts with empathy and transparency.

Who we are looking for:

• 7+ years of experience in community management, with at least 2 years in a leadership role.
• Proven experience influencing cross-functional teams and senior leadership.
• A track record of turning critics into fans and building thriving, engaged communities.
• You are deeply analytical and use data to build business cases, measure ROI, and drive strategic decisions.
• Hands-on experience with a variety of social media and community platforms (Reddit, Discourse are a must).
• You are calm under pressure and have experience with crisis management.
• Excellent written and verbal communication skills.
• Experience with AI-powered community tools is a plus.
• Experience with grassroots events and real-world activations is a bonus.

Working at Neo:

The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we’re on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to do our best work for our customers. Our commitment to customer success drives everything we do, from building intuitive products to providing exceptional support at every step of their journey. If this resonates with you, keep reading.

We trust, respect, and support each other. This means honest conversations, constructive input, and continuous support. You’ll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices. As we evolve rapidly, we’re looking for change-makers who thrive on challenge—people who would rather blaze a trail through uncertainty than follow a well-paved path.

All team members have a stake in Neo’s success and earn meaningful equity through stock options. This ownership mindset is at the heart of everything we do — when Neo grows, we all grow. If you’ve heard that Neo employees work hard, it’s true. We hold ourselves accountable for delivering on our commitments to our customers, partners, and each other. Working at Neo means taking ownership of your work and driving results, knowing that your contributions directly impact the company’s success.

Apply with us:

We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.

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