Social Media and Community Engagement Coordinator

This is a Full Time Job

Insomniac - Community Engagement Coordinator

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

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 able to tolerate loud noise levels & busy environments
• May work in drastic temperature climates
• Must be willing to frequently travel to work events during holidays, evening and weekend hours, as required, to meet deadlines

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

HIRING PRACTICES

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.

Hourly Pay Rate Range: $22.00 - $26.00 USD

Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the California Salary Transparency in Job Advertisements Law. It is estimated