Guest Focus & Supplier Operations Coordinator

Backroads; Berkeley (CA); On-site; USD 37,000 - 46,000; Full time

Job summary

Backroads, based in Berkeley, CA, seeks detail-oriented staff to manage guest injury/illness cases and support supplier operations. You will document case details, communicate with guests, and coordinate with field teams to ensure timely guest assistance.

The role requires strong communication, organization, and the ability to work independently in a structured environment while using Microsoft 365 and Salesforce tools. On-site with one weekly WFH day as described.

Qualifications

• Strong written and verbal communication skills and ability to follow guidelines.
• Excellent attention to detail and strong organizational skills.
• Ability to manage multiple tasks and deadlines in a structured environment.
• Familiarity with Salesforce or reporting tools is preferred.

Responsibilities

• Manage assigned guest injury and illness cases, prioritizing based on guidelines.
• Communicate with guests via phone and email using approved templates and tone.
• Coordinate with Field Staff and Regional Teams to support guest needs.
• Accurately document case details and updates in internal systems.
• Escalate complex or sensitive issues to Leads or Managers as needed.
• Execute tasks to support securing subcontractor services and updating vendor contracts.
• Track deadlines and follow up with vendors for timely documentation.
• Audit reports for changes (added/cancelled services) and communicate updates.

Skills

Communication skills

Attention to detail

Time management

Independent work style

Tools

Salesforce

Microsoft 365

Job description

Guest Focus 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.Supplier Operations Responsibilities: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.What you'll need to be successful: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 is preferred.Additional language skills are a plus.Work Environment:On-Site, Berkeley, CA4 days in-office, 1 day work from homeAbout Backroads:Founded in 1979, Backroads is the world’s leading guest-focused travel company, offering luxury Biking, Hiking & Walking, and Multi-Adventure Trips for active people of all ages and experience levels. But we’re more than a travel company —we’re pioneers in crafting extraordinary experiences that bring people closer to the world and each other. We blend innovation, precision, and an unrelenting drive for excellence, drawing strength from our roots as a long-standing, family-run, global company. We are dynamic, resilient and invest deeply in our people and our guests. We set the benchmark in active travel and raise it every year.Why Backroads:Backroads is built on sustainable growth, a transparent culture and a high-caliber team. We empower employees to deliver exceptional experiences and share our story with pride. You’ll work alongside dedicated, competent and active colleagues in an environment that values collaboration, balance and continual improvement. We move fast, act with integrity and strive for high-quality results.Backroads is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Salary Ranges:$26.93 - $33.66At Backroads, we uphold a commitment to transparency and fairness within our hiring process, particularly regarding compensation. The salary range posted for each role applies to both employment offers and employees actively working in the role.New hires are typically offered a starting salary between the minimum and midpoint of the range to ensure there is continued opportunity for salary progression during your employment at Backroads, reflecting our commitment to rewarding ongoing dedication, high performance, and significant contributions to our team. This approach not only supports our budgeting strategy but also our intention to foster an environment that encourages long-term growth and strong relationships between Backroads and our valued employees.Our office roles are onsite in our Berkeley headquarters, unless specifically noted as 'available for remote'. We do allow one work-from-home day a week, as well as one work-from-anywhere week per year. This pay range is intended for in-person work in our Berkeley, CA headquarters. Pay ranges for remote-eligible roles will be subject to adjustment based on the geolocation of the employee.FROM OUR FOUNDERI can't imagine a better way to travel the world than under your own power and in the company of like-minded adventurers. Sure, Backroads provides superb accommodations and meals, amazing Trip Leaders and unforgettable local encounters. But whether you’re sticking with the group or breaking off on your own, all of our planning and support are ultimately aimed at one simple thing: giving you the flexibility you need to discover the world on your own terms.Tom Hale, Founder & President