Accountabilities

The Community Response & Engagement Specialist will oversee public-facing digital conversations, ensuring accurate information, protecting brand credibility, and helping audiences access trusted resources. This role requires strong judgment, strategic communication skills, and the ability to balance engagement with reputation and risk management.

• Monitor online discussions across platforms such as Reddit, Google, Yelp, LinkedIn, and other relevant digital communities where services, policies, and customer experiences are discussed.
• Identify high-visibility conversations, recurring questions, customer concerns, and emerging trends that may impact public perception.
• Provide clear, factual, and appropriate responses to general questions while ensuring alignment with approved messaging and organizational guidelines.
• Correct misinformation, outdated information, or misleading narratives that may negatively impact audience understanding.
• Evaluate reputational risks and determine when conversations require escalation to internal stakeholders, including customer service, communications, legal, policy, or leadership teams.
• Direct users toward official resources, documentation, FAQs, and support channels for accurate assistance.
• Collaborate with customer experience, marketing, product, and communications teams to share insights and improve content, messaging, and customer resources.
• Maintain a professional, respectful, and credible digital presence while following engagement guidelines and escalation processes.

Requirements:

The ideal candidate brings experience in online community engagement, digital communications, and reputation management. Success in this role requires excellent writing skills, sound judgment, and the ability to collaborate across multiple teams while representing organizational values.

• Bachelor’s degree in marketing, communications, or a related field, or equivalent relevant professional experience.
• 3–5 years of experience managing online communities, digital engagement, or related communication programs.
• Strong written communication skills with experience engaging audiences in public-facing environments.
• Deep understanding of customer experience, digital reputation, online communities, and audience behavior.
• Ability to balance transparency, responsiveness, and risk management in sensitive situations.
• Experience collaborating with teams across marketing, product, customer service, communications, or related functions.
• Strong judgment, discretion, and awareness of brand trust considerations.
• Growth mindset with alignment toward mission-driven work and inclusive values.
• Experience in education, nonprofit, or social impact environments is a plus.
• French language proficiency is preferred.

Benefits:

• Competitive compensation range of $68,000 - $93,000 CAD.
• Fully remote work opportunities with flexible scheduling options.
• Comprehensive benefits package supporting health and wellbeing.
• Generous paid time-off policies designed to support work-life balance.
• Wellness programs and resources focused on employee wellbeing.
• Professional development opportunities, training programs, and tuition reimbursement.
• Recognition programs that celebrate employee achievements and contributions.
• Opportunity to contribute to meaningful work that expands access to education and professional opportunities worldwide.
• Inclusive workplace culture focused on belonging, collaboration, and diverse perspectives.
• Opportunities to participate in employee communities, team events, and initiatives that promote connection and inclusion.