About this role
Job title: Community Engagement Coordinator
About the Role 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, and supports post-event insights and sentiment analysis. The Coordinator may work on-site at festivals and may operate during off-hours as needed.
What You'll Do
- 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 brand voice.
- Monitor platforms for safety-related concerns and escalate with context to Marketing, Ticketing, Operations, and Production teams to ensure timely resolution.
- Work on-site at festivals, monitoring online discourse and solving problems in real time.
- Train and provide support in onboarding team members, clients, vendors and partners when needed.
- Assist with post-event insights and identify trends in fan sentiment; other projects as identified.
What We're Looking For
- 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.
- Willingness to travel; able to work holidays, evenings, and weekends as required.