Community Engagement Coordinator

This is a Full Time Job

Insomniac - Community Engagement Coordinator

THE ROLE
The Community Engagement Coordinator is primarily responsible for high-volume, public-facing fan experience inquiries across Insomniac's festivals, brands, and concerts. This role manages inbound questions, comments, and concerns across social media and email platforms, ensuring no question goes unanswered.

In addition to day-to-day customer service, this role supports broader community engagement efforts by identifying trends in fan sentiment, escalating issues with context, and assisting with post-event insights. The Coordinator works closely with Social Media, Marketing, Ticketing, Operations, and Production teams and may work off-hours, overnight shifts, and on-site at festivals as needed.

This position reports to the Community Engagement Manager and is not a remote role.

RESPONSIBILITIES
• Monitor and respond to high-volume customer inquiries across email inboxes, direct messages, and public-facing social channels, ensuring all festival-related questions and issues are addressed in a timely manner
• Engage with Headliners on social platforms, responding to positive comments using the appropriate brand voice
• Monitor platforms for safety-related concerns and high-priority issues, escalating and coordinating with Marketing, Ticketing, Operations, and Production teams to ensure timely resolution
• 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
• Train and provide support in onboarding team members, clients, vendors and partners when needed
• All other projects and initiatives as identified

QUALIFICATIONS
• 2+ years of relevant experience in customer service
• An in-depth understanding of electronic music, festival culture, and the live music space
• Knowledge of Facebook, Twitter, Instagram, YouTube, TikTok and other social media platforms
• Strong awareness of social media trends, audience behaviors, and evergreen content patterns, with the judgment to apply them appropriately in a brand-safe environment
• Organized self-starter with meticulous attention to detail
• Proficient in grammar, copywriting, and asset selection
• 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 location
Must be able to work in open concept office space

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

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Insomniac recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Insomniac may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.