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