Guest Focus & Supplier Operations Coordinator

Backroads is a company passionate about connecting guests with beautiful places around the world through exceptional biking, hiking, and multi-adventure trips. The Guest Focus & Supplier Operations Coordinator role supports both guest-facing and operational functions, focusing on executing defined tasks, managing guest cases, and ensuring timely completion of operational processes.

Responsibilities

  • Manage assigned guest injury and illness cases, prioritizing based on established guidelines
  • Communicate with guests via phone and email using approved templates and tone, ensuring clarity and professionalism
  • Coordinate with Field Staff and Regional Teams to support ongoing guest needs
  • Accurately document case details and updates in internal systems
  • Escalate complex or sensitive issues to Leads or Managers as needed
  • Assist in tracking and organizing guest feedback data to support team reporting and insights
  • Execute assigned tasks to support securing subcontractor services and updating vendor contracts
  • Input and maintain accurate vendor, contract, and service data in company systems
  • Track deadlines and follow up with vendors to ensure timely completion of required documentation (e.g., contracts, COIs)
  • Audit reports for changes (added/cancelled services) and communicate updates using established processes
  • Support updates to itineraries and systems based on confirmed service changes
  • Escalate discrepancies or risks to Leads or Managers for resolution

Skills

  • Strong written and verbal communication skills, with ability to follow guidelines
  • High attention to detail and strong organizational skills
  • Ability to manage multiple tasks and deadlines in a structured environment
  • Comfortable learning and using internal systems and tools
  • Ability to work independently on assigned tasks while seeking guidance when needed
  • Proficiency in Microsoft 365
  • Familiarity with Salesforce or reporting tools
  • Additional language skills are a plus

Benefits

  • Comprehensive medical, dental, and vision insurance
  • 401(k) with company match, flex plan, and parental leave
  • Generous paid time off, 8 paid holidays, and additional time off to go on Backroads trips!
  • Complimentary trips and trip discounts for employees, and trip discounts for employees’ friends and family!
  • Outdoor industry discounts and deals
  • Alternative commuter incentives for biking, walking, carpooling, or using public transportation to get to work
  • Wellness programs and regular lunchtime bike rides and yoga

Company Overview

  • Backroads is a biggest active travel company. It was founded in 1979, and is headquartered in Berkeley, California, USA, with a workforce of 501-1000 employees. Its website is https://www.backroads.com.

 

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