Customer Service & Operations Assistant

About Sidekick

Sidekick is a direct-to-consumer brand focused on helping people bounce back from lingering injuries more quickly. The company is trusted by elite athletes and everyday fitness enthusiasts, and its products have been highlighted in leading publications such as Men's Health and Running Magazine. Sidekick reports that 94% of users experience relief. It is incorporated in Canada and sells in the US, Canada, the UK, and other international markets.

The Role

Sidekick is looking for a Customer Service & Operations Assistant who can connect the dots between supply chain activity, third-party logistics partners, and customers. Most of the work is operational in nature, with about 60% to 70% of the time spent on order movement, 3PL coordination, inventory control, and process improvements. The remaining 30% to 40% is spent handling customer service queues and feeding recurring issues back into operational fixes.

This is not a maintenance-only role. The ideal person will spot friction in workflows, get to the real cause of repeat support issues, and look for ways to save a sale when a return request can be resolved with a better option.

What You Will Be Responsible For

• Track daily order movement across US, Canadian, and UK fulfillment partners, and intervene on stalled shipments or exceptions before they reach the customer.
• Coordinate with 3PLs on damaged inbound stock, fulfillment mistakes, returns, and special operational projects.
• Manage incoming inventory by coordinating shipments and receiving, monitoring containers, resolving discrepancies, and keeping stock records accurate.
• Watch inventory levels, identify low-stock items, and support reorder planning.
• Strengthen processes by updating SOPs, reducing manual work through automation, and preparing reports on metrics such as shipping SLAs and return rates.
• Handle support cases in Commslayer alongside the customer service team, including order where-is-my-order issues, address updates, refunds, replacements, returns, and warranty claims.
• Use the right resolution path to reduce unnecessary returns, such as education, sizing guidance, replacement parts, or alternative products.
• Take care of operational administration such as reconciling credit notes, processing sales orders, handling invoices, and keeping accounting and inventory systems accurate.
• Improve support automation by refining canned replies, macros, AI agent training, knowledge base content, and routing rules.

Who You Are

Technical knowledge can be taught, but Sidekick is especially interested in how you approach problems. The company is looking for someone who takes ownership when something breaks, keeps asking why until the root issue is clear, and follows through until the matter is actually resolved. You should be naturally curious, organized, dependable, and comfortable managing multiple moving parts without letting details slip.

Requirements

• At least 3 years of experience in operations, logistics, fulfillment, or e-commerce coordination, with direct-to-consumer or 3PL exposure considered a strong advantage.
• Practical experience using Shopify or a similar e-commerce platform for orders, products, inventory, and basic store administration.
• Experience working in a customer support queue while maintaining a calm, professional tone under pressure.
• Ability to manage several urgent matters at once, such as a container issue, a support escalation, and an inventory check.
• Self-motivated, dependable, and effective in a remote work setup.
• Interest in the product and a willingness to understand how it is made and used.
• Comfort using Shopify, help desk tools such as Gorgias, Zendesk, Commslayer, or Re:amaze, along with spreadsheets and 3PL systems.
• Strong written communication skills and a habit of documenting work clearly.
• Preferred qualifications include sales-oriented instincts, experience with Amazon Seller Central, familiarity with automation tools, background in health/wellness/fitness/recovery, and basic SQL or spreadsheet formulas beyond VLOOKUP.

Benefits

• High ownership in a growing DTC business with a small team and direct visibility into decisions.
• Exposure to the full operating environment, including supply chain, customs, fulfillment, automation, and customer experience.
• A flexible, remote-first working style.
• Monthly compensation of USD 1,300 to USD 1,600.
• Performance-linked bonus pay.

Additional Information

The role is designed to be highly hands-on and cross-functional, with a strong emphasis on improving systems rather than only responding to issues.