About the Department:
The Guest Focus team is part of our greater Trip Development Department, and plays a vital role in enhancing our guests’ experiences by expertly managing feedback and resolving concerns with care and professionalism. They communicate clearly and empathetically, turning challenges into positive outcomes while representing the company’s voice. This team collaborates closely across departments to drive quality improvements and ensure every guest looks forward to their next adventure. Their problem-solving mindset and commitment to excellence help maintain Backroads’ reputation for outstanding service.
About the role:
As a Guest Focus Coordinator, you'll be at the heart of enhancing our guests' experiences and driving quality across teams based on guest feedback. You’ll respond to guest feedback with empathy and professionalism, using problem-solving and communication skills to resolve concerns, uphold service standards, and ensure every guest feels valued and excited to travel with Backroads again. This role is perfect for communicators and problem solvers with a flair for turning challenges into positive outcomes. If you're a creative and curious thinker, committed to getting the right outcome, goal oriented and someone with a knack for guest and field support, this is the role for you.
What you'll be doing:
Handle guest concerns and feedback with expertise (by email and phone), ensuring every guest is looking forward to their next trip.
Employ your creativity and problem-solving skills to navigate and resolve any situation, no matter how complex.
Serve as the primary point of contact for our trip leaders, providing them with the support they need on their journeys.
Respond to guest feedback in a manner that reflects Backroads' voice and commitment to quality.
Manage and prioritize guest issues effectively, working both independently and as part of a cohesive team to achieve goals.
Exhibit excellent writing skills, ensuring responses are clear, professional, and error-free.
Handle phone calls with empathy and integrity, maintaining confidence even with challenging guests.
Demonstrate negotiation skills in offering fair solutions, such as credits and refunds.
Contribute to our culture of continuous improvement by participating in quality initiatives and providing regular updates to management.
What you'll need to be successful:
Exceptional communication and listening skills, capable of engaging effectively with internal teams and guests
Confident phone presence, comfortable initiating calls to clarify details and resolve guest issues efficiently
Strong service-orientation, exemplified through your passion for working directly with guests and vendors to resolve issues and find solutions that benefit both parties
Maturity and composure under pressure, demonstrated through the ability to navigate emotionally charged situations with professionalism, empathy, and poise
Strong problem solving skills, with the ability to exercise sound judgement in making decisions.
Strong sense of responsibility and initiative, able to excel in a fast-paced environment
Ability to work effectively, both independently and as part of a team
Enthusiasm about working for Backroads and have a passion for active travel and the outdoors
Work Environment:
About Backroads:
At Backroads we’re passionate about connecting our guests with so many of the most beautiful places in the world. We use our four-plus decades of expertise to create exceptional biking, hiking, and multi-adventure trips in over 50 countries for people wanting a deeper and richer travel experience. We travel on land as well as by small luxury ships on active river and ocean cruises. Our trips are for all ages – including dedicated itineraries just for families. We are known for our unwavering attention to quality. We have a dynamic work environment and a strong company culture.
Why Backroads:
At Backroads, we value every single member of our staff, and we’re proud to offer a dynamic work environment that enables growth. Your colleagues will be some of the most dedicated, competent, active, and fun people you will ever meet. A job at Backroads is unlike any other job you will ever have – you will be challenged, you will be inspired, and you will be gratified. No matter what you do here, you will be part of something that makes us all proud – delivering authentic, enriching, and often profoundly life-changing experiences. On top of all that, we have some pretty great benefits and perks! For example our US office employees receive:
At 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.