Customer Service & Operations Assistant

About Sidekick

Sidekick is a Canadian-incorporated direct-to-consumer brand focused on helping people recover more quickly from ongoing injuries. The company sells internationally across the US, Canada, the UK, and other markets, and its products are used by both elite athletes and everyday customers. Its offerings have also been highlighted in publications such as Men's Health and Running Magazine, with 94% of users reporting relief.

Role Overview

The company is looking for a Customer Service & Operations Assistant who can connect supply chain work, third-party logistics partners, and customer support. The position is split between operations work and customer service, with about 60% to 70% of the time spent on operations tasks such as order handling, 3PL coordination, inventory management, and process improvement, and 30% to 40% spent handling support tickets and feeding recurring customer issues back into operational fixes.

This role is meant for someone who does more than keep things running. The ideal person notices friction in processes, investigates recurring problems to find the root cause, and looks for opportunities to save sales when a return can be resolved another way.

What You Bring

The most important qualities for this role are problem-solving, ownership, curiosity, and dependability. The company wants someone who digs into issues instead of applying short-term fixes, asks why problems keep happening, and stays organized while managing several moving parts at once in a remote setting.

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 stock, fulfillment mistakes, returns, and special projects.
• Oversee inbound shipments and receiving, monitor containers, follow up on inventory mismatches, keep stock records accurate, and help decide when reorders should be placed.
• Improve internal processes by updating SOPs, reducing manual work through automation, and preparing operational reports such as shipping SLA and return-rate summaries to spot unusual trends.
• Handle customer support tickets in Commslayer together with the CS team, including order issues, address updates, refunds, replacements, returns, and warranty requests.
• Reduce unnecessary refunds by recommending better-fit solutions such as education, sizing help, replacement parts, or alternative products when appropriate.
• Support administrative operations by reconciling credit notes, processing sales orders and invoices, and keeping accounting and inventory systems organized and accurate.
• Help improve customer support automation by refining canned replies, macros, AI agent training, knowledge-base content, and routing rules.

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 service queue while maintaining a professional and calm tone under pressure.
• Ability to manage several urgent tasks at once, such as a container issue, a customer escalation, and an inventory reconciliation.
• Self-motivated and dependable in a remote work environment.
• Strong interest in the company’s products and how they are made and used.
• Comfort working with Shopify, help desk tools such as Gorgias, Zendesk, Commslayer, or Re:amaze, spreadsheets, and 3PL systems.
• Strong written communication skills and a habit of documenting work clearly.
• Preferred qualifications include sales instincts for reducing returns and advancing wholesale opportunities, experience with Amazon Seller Central, familiarity with automation tools, background in health, wellness, fitness, or recovery, and basic SQL or spreadsheet formulas beyond VLOOKUP.

Compensation & Benefits

The role offers a competitive monthly salary of USD 1,300 to USD 1,600, along with performance-based bonus pay. The position is remote-first and gives the opportunity to take meaningful ownership in a growing DTC business with direct visibility into decisions and impact. It also provides exposure to the broader operational stack, including supply chain, customs, fulfillment, automation, and customer experience.

Additional Information

This is a full-time remote role based in Colombia. The technical parts of the job can be learned, but the company is especially looking for someone who is proactive, organized, curious, and willing to solve problems at the source rather than repeatedly patching them.