Community Engagement Coordinator

About Us

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.

About the Role

The 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. In addition to day-to-day customer service, this role supports broader community engagement efforts by identifying trends in fan sentiment, escalating issues with context, and assisting with post-event insights.

The Coordinator works closely with Social Media, Marketing, Ticketing, Operations, and Production teams and may work off-hours, overnight shifts, and on-site at festivals as needed. This position reports to the Community Engagement Manager and is not a remote role.

Responsibilities

• 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 appropriate brand voice
• Monitor platforms for safety-related concerns and high-priority issues, escalating and coordinating 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
• Additional tasks to be determined in real time by Social Media and Headliner Experience teams
• Train and provide support in onboarding team members, clients, vendors and partners when needed
• All other projects and initiatives as identified

Requirements

• 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

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

Pay

Hiring pay range: $22.00 USD - $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 based on what a successful California applicant might be paid. Similar positions located outside of California will not necessarily receive the same compensation. Insomniac takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees.