About this role
Job title: Community Engagement Coordinator
About the Role The Community Engagement Coordinator provides high-volume fan experience support across Insomniac’s festivals, brands, and concerts, handling inquiries via social channels to ensure timely responses. They identify trends in fan sentiment, escalate issues with context, and assist with post-event insights, collaborating with Social Media, Marketing, Ticketing, Operations, and Production teams. This onsite role may require off-hours and on-site work at festivals, reporting to the Community Engagement Manager.
What You'll Do
- Monitor and respond to high-volume customer inquiries across direct messages and public-facing social channels, ensuring festival-related questions are answered promptly.
- Engage with Headliners on social platforms, responding to positive comments using the brand voice.
- Monitor platforms for safety-related concerns and high-priority issues; escalate and coordinate 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.
- Identify trends in fan sentiment and assist with post-event insights.
- May work off-hours, overnight shifts, and on-site at festivals as needed.
What We're Looking For
- Passion for dance music and Headliner journey; ability to engage with Headliners on social platforms with brand voice.
- Experience handling high-volume inquiries via email and social channels.
- Strong communication, problem-solving, and escalation skills with context.
- Comfort working on-site at festivals and flexibility to work off-hours.
- Ability to collaborate across Social Media, Marketing, Ticketing, Operations, and Production teams.