Community Engagement Coordinator

Job Description

WHO ARE YOU?
Do you enjoy dance music? Do you excel at engaging with Headliners? 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 for supporting the Headliner journey from pre-show moments to post-festival reflection. Is this you? Read on…

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 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-eokkx0-18-97-14-80-42 in your application.