Insomniac - Community Engagement Coordinator

Job Summary:

WHO ARE YOU

Do you enjoy dance music Do you excel at community engagement Then youre in luck! We are looking for a highly motivated selfstarter 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 stateoftheart lighting pyrotechnics and sound design largescale 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 10000 concerts club nights and festivals for seven million attendees annually across the globe. Since its inception Insomniacs events have taken place in 13 countries across five continents. The companys premiere annual event Electric Daisy Carnival Las Vegas is the worlds largest dance music festival and attracts more than 525000 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 mediabased customer service experience to handle a high volume of customer servicerelated questions comments and requests across festivals brands & concerts. This role will consist of offhours 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 publicfacing 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 publicfacing 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 onsite 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 indepth understanding of electronic music festival culture and the live music space

• Intune with local music scene venues and nightclubs

• Organized selfstarter 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 onsite at concerts music festivals or other largescale events

• Ability to work overnight offhours and react appropriately to timesensitive 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 casebycase 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.