Customer Service & Operations Assistant

About Sidekick

Sidekick is focused on helping people recover more quickly from lingering injuries. The brand is trusted by Olympic champions as well as recreational athletes, has been featured in Men's Health and Running Magazine, and reports that 94% of users experience relief. It is a Canadian-incorporated direct-to-consumer company that sells in the US, Canada, the UK, and other international markets.

Role Overview

Sidekick is looking for a Customer Service & Operations Assistant to act as the link between supply chain partners, 3PL providers, and customers. The position is split roughly 60% to 70% operations work and 30% to 40% customer support, with the added expectation that insights from support tickets are used to improve operational processes.

This role goes beyond basic task handling. The company wants someone who spots recurring friction, works out the underlying cause, and makes changes that prevent the same issue from happening again. The ideal candidate can also turn return situations into retained sales when the circumstances make that possible.

What You Bring

The core skills can be taught, but the way you approach work matters most. Sidekick is looking for someone who takes ownership, stays curious about why problems happen, and remains dependable and well organized while handling multiple moving parts in a remote setting.

• You take responsibility when something breaks and work through the underlying cause instead of only applying a temporary fix.
• You naturally ask questions and investigate issues on your own rather than waiting to be directed.
• You can manage several priorities at once and follow through until the issue is fully resolved.

Key Responsibilities

• Track daily order movement across US, Canadian, and UK fulfillment partners, identify stalled orders or exceptions early, and coordinate with 3PLs on damaged inbound goods, fulfillment mistakes, returns, and special initiatives.
• Manage incoming shipments and receiving, monitor container status, resolve discrepancies, keep inventory records accurate, and help decide when reorder action is needed for low-stock items.
• Improve internal SOPs, reduce manual work through automation, and generate operational reports such as shipping SLA and return-rate analyses to highlight irregularities.
• Handle customer tickets in Commslayer together with the support team, covering topics such as WISMO requests, address updates, refunds, replacements, returns, and warranty cases.
• Work to reduce returns by recommending the most suitable resolution, such as product education, sizing guidance, replacement parts, or a different SKU, instead of defaulting to a refund.
• Take care of admin tasks tied to operations, including reconciling credit notes, processing and invoicing sales orders, and keeping accounting and inventory systems organized and accurate.
• Help improve support automation through canned replies, macros, AI agent training, knowledge base updates, and routing rules.

Requirements

• At least 3 years of experience in operations, logistics, fulfillment, or e-commerce coordination, with DTC or 3PL exposure considered an advantage.
• Practical experience using Shopify or another e-commerce platform for order management, product updates, inventory handling, and basic store administration.
• Background handling customer support queues with professionalism, even when pressure is high.
• Ability to switch between several priorities, such as inventory issues, support escalations, and order reconciliation, within the same timeframe.
• Comfort working independently in a remote setup and staying reliable without close supervision.
• Interest in the products and a genuine desire to understand how they are made and used.
• Confidence using Shopify, a help desk platform such as Gorgias, Zendesk, Commslayer, or Re:amaze, spreadsheets, and 3PL systems.
• Strong written communication skills and a habit of documenting work clearly.

Preferred Experience

• Ability to support sales outcomes by retaining returns or progressing wholesale opportunities.
• Experience with Amazon Seller Central.
• Exposure to automation tools.
• Background in health, wellness, fitness, or recovery products.
• Basic SQL knowledge or spreadsheet formula skills beyond VLOOKUP.

Compensation and Benefits

• Ownership in a growing direct-to-consumer business with a small team and direct visibility into decisions.
• Exposure to the full operational lifecycle, including supply chain, customs, fulfillment, automation, and customer experience.
• A flexible, remote-first work style.
• Monthly pay of USD 1,300 to USD 1,600.
• Performance-based bonus compensation.