Customer Service & Operations Assistant

About Sidekick

Sidekick is focused on helping people recover more quickly from ongoing injuries. The brand is trusted by Olympic-level athletes as well as everyday sports enthusiasts, and its products have been highlighted in publications such as Men's Health and Running Magazine. Sidekick 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.

The Role

Sidekick is looking for a Customer Service & Operations Assistant to act as the link between its supply chain, third-party logistics partners, and customers. In this position, about 60-70% of the work will focus on operations such as order management, 3PL coordination, inventory oversight, and process improvement, while 30-40% will be dedicated to customer support tickets and identifying recurring issues that can be fixed operationally.

The company wants someone who does more than maintain existing workflows. The ideal candidate will notice process friction, investigate the underlying cause of repeat customer-service problems, and help turn return requests into retained sales whenever possible.

Who You Are

The role is less about advanced technical expertise and more about how you approach problems. Sidekick is looking for someone who takes responsibility when something goes wrong, digs into the source of issues instead of only applying short-term fixes, stays curious about why problems keep happening, and can manage several active priorities without losing track of details.

What You'll Do

• Monitor daily order movement across US, Canadian, and UK 3PL operations, identify delayed or unusual orders early, and coordinate with logistics partners on damaged inbound units, fulfillment mistakes, returns, and special tasks.
• Oversee inbound shipments and receiving activity, track containers, follow up on mismatches, keep inventory records accurate, and help decide when replenishment should be placed.
• Improve standard operating procedures, reduce manual work through automation, and prepare operational reports such as shipping SLA and return-rate summaries to highlight unusual patterns.
• Handle customer tickets in Commslayer with the support team, covering topics like where-is-my-order requests, address updates, refunds, replacements, returns, and warranty cases.
• Reduce unnecessary returns by recommending better-fit solutions such as product education, sizing support, replacement parts, or alternate SKUs when appropriate.
• Support back-office operations by reconciling credit notes, creating and processing sales orders, and keeping accounting and inventory systems organized and accurate.
• Improve automation in Commslayer 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 DTC or 3PL exposure considered an advantage.
• Practical experience using Shopify or a comparable e-commerce platform to manage orders, products, inventory, and basic store administration.
• Experience working through a customer-service queue while maintaining a professional and composed tone under pressure.
• Ability to manage competing priorities such as shipment issues, customer escalations, and inventory reconciliation at the same time.
• Self-driven and dependable in a remote work setting.
• Real interest in the products and how they are designed and used.
• Comfort using Shopify, a help-desk tool such as Gorgias, Zendesk, Commslayer, or Re:amaze, spreadsheets, and 3PL systems.
• Strong written communication skills and a habit of documenting work clearly rather than only completing tasks.
• Preferred background includes saving returns and advancing wholesale opportunities, experience with Amazon Seller Central, automation tools, health/wellness/fitness/recovery products, and basic SQL or spreadsheet formulas beyond VLOOKUP.

Benefits

• Opportunity to own meaningful work at a growing DTC brand, with a small team, visible outcomes, and direct access to decision-making.
• Exposure to a wide operational scope including supply chain, customs, fulfillment, automation, and customer experience.
• Flexible remote-first working arrangement.
• Competitive pay in the range of USD 1,300 to USD 1,600 per month.
• Performance-based bonus compensation.

Additional Information

This role is described as full-time and remote. The compensation is listed as USD 1,300 to USD 1,600 per month, plus a performance-based bonus. No specific number of openings, start date, application deadline, or internship duration was provided.