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