Insomniac - Community Engagement Coordinator

Job Summary:

WHO ARE YOU?

Do you enjoy dance music? Do you excel at community engagement? 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 of the social media and community engagement space. Is this you? Read on…

WHO ARE WE?

Insomniac produces some of the most innovative, immersive music festivals and events in the world. Enhanced by state-of-the-art lighting, pyrotechnics and sound design, large-scale art installations, theatrical performers and next generation special effects, our events captivate the senses and inspire a unique level of fan interaction.  The quality of the Headliner experience is our top priority.

Insomniac produces 10,000 concerts, club nights and festivals for seven million attendees annually across the globe. Since its inception, Insomniac's events have taken place in 13 countries across five continents. The company's premiere annual event, Electric Daisy Carnival Las Vegas, is the world’s largest dance music festival and attracts more than 525,000 fans over three days. The company was founded by Pasquale Rotella and has been based in Los Angeles since it was formed in 1993.

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

• Train and provide support in onboarding team members, clients, vendors and partners when needed

• All other projects and initiatives as identified

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 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 locations

• 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.

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.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Insomniac will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Insomniac also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Insomniac will also provide reasonable religious accommodations on a case-by-case basis.

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.