Community Engagement Coordinator

Job Description

WHO ARE YOU?

Do you enjoy dance music? Do you excel at community engagement? Then you're in luck! We are looking for a highly motivated self-starter who embodies both a passion for dance culture and a love of the social media and community engagement space. Is this you? Read on…

THE ROLE

Insomniac Events is looking for a Community Engagement Coordinator who has email and social media-based customer service experience to handle a high volume of customer service-related questions, comments, and requests across festivals, brands & concerts. This role will consist of off-hours, remote, and overnight work. The work schedule varies and will be determined by the needs of social team. This position will interact with fans on public-facing social media channels as well as our email platform, writing in the voice for each brand and staying within our various themes and values. This position reports to the Manager, Social Media. This is not a remote position and required full time in office.

RESPONSIBILITIES
• Monitor various email inboxes, direct messages, and all direct customer inquiries regarding festival questions, ticketing issues, lost and found, prohibited items, etc.
• Constantly monitor comments across dozens of social channels for issues and questions, leaving no public-facing question or issue unanswered
• Engage with Headliners on socials, leaving positive comments to balance out questions and complaints
• Escalate issues to department heads when appropriate
• Write creatively, using the appropriate brand voice to interact with fans
• Monitor platforms for safety issues and concerns while possessing awareness when to escalate concerns to proper stakeholders
• Act as liaison between Marketing, Ticketing, Operations and Production teams to actively address and solve issues, comments, and complaints
• Work on-site at festivals, monitoring online discourse and solving problems in real time
• Additional tasks to be determined in real time by Social Media and Headliner Experience teams
• Support in recruiting, hiring, and training of various team members
• Train and provide support in onboarding team members, clients, vendors and partners when needed
• All other projects and initiatives as identified

QUALIFICATIONS
• Bachelors degree or 3+ years of relevant experience in customer service
• An in-depth understanding of electronic music, festival culture, and the live music space
• In-tune with local music scene, venues, and nightclubs
• Organized self-starter with meticulous attention to detail
• Knowledge of Facebook, Twitter, Instagram, Instagram Stories, YouTube, TikTok and other live streaming apps and social media platforms
• Proficient in grammar, copywriting and asset selection
• Must have basic knowledge of Adobe Photoshop, GIF creation, and other content creation apps.
• Experience working on-site at concerts, music festivals, or other large-scale events
• Ability to work overnight, off-hours, and react appropriately to time-sensitive situations

WORK ENVIRONMENT
• Must be willing to travel to work during holidays, evening and weekend hours, as required, to meet deadlines
• Must be able to tolerate loud noise levels and drastic temperature climates while working on site at various event locations
• Must be able to work in open concept office space

Applicants for employment in the US must possess work authorization, which does not require sponsorship by Insomniac for a visa.

EQUAL EMPLOYMENT OPPORTUNITY

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.

Insomniac strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

Jobcode: Reference SBJ-gxpv11-18-190-153-171-42 in your application.