Insomniac - Community Engagement Coordinator
About The Position
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. Throughout our 25-year history, Insomniac has produced almost 400 festivals, concerts and club nights for over 4 million attendees in California, Colorado, Florida, Nevada, New York, Texas, Puerto Rico, and the United Kingdom, with expansions into Brazil, China, Japan and India. Insomniac’s premier annual event, Electric Daisy Carnival Las Vegas, is the largest multi-day music festival in North America, and attracted more than 400,000 fans over three days in May 2019. The company was founded by Pasquale Rotella, and has been based in Los Angeles since it was formed in 1993. 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.
Requirements
- 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
- Experience in social media management/monitoring tools such as: HootSuite and Sprinklr
- 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
- Applicants for employment in the U.S. must possess work authorization, which does not require sponsorship by Insomniac for a visa.
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 for issues and questions.
- Engage with headliners leaving positive comments to balance out questions and complaints
- Escalate issues to main Headliner Experience team and department heads when appropriate
- Use appropriate brand voice to interact with fans and customer
- Monitor platforms for safety issues and concerns while possessing awareness when to escalate concerns to proper stakeholders
- Act as liaison between Social Media and Marketing teams, Headliner Experience teams, operation and production teams to actively address and solve issues, comments, and complaints
- Leave no public-facing question or issue unanswered
- Additional tasks to be determined in real time by Social Media, Operations, Production, and Headliner Experience teams
Benefits
- Recognized for seven years as a Great Place to Work® and named one of Fortune’s World’s Most Admired Companies, Live Nation Entertainment is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship.
- Our world-class teams specialize in all aspects of the live entertainment industry, from ground-breaking innovations in ticketing, global venue development and operations, concert promotion and production, sales and brand partnerships, and unparalleled artist management supported by professionals in all facets of corporate operations.
- We believe in taking care of the countless employees helping artists bring live music to fans all around the world.
- Our many unique benefit programs are designed to help our teams live life to the fullest including generous vacation, healthcare, retirement benefits, student loan repayment, tuition reimbursement, six months of paid caregiver leave for new parents including fostering and perks like Roadie Babies helping new parents care for their babies on work trips.
- And of course, access to free live events through our exclusive employee ticketing program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
