Customer Service & Operations Assistant

About Sidekick

Sidekick is a recovery-focused brand that helps people bounce back from ongoing injuries more quickly. The company has earned trust from Olympic-level athletes as well as recreational users, and its products have been highlighted by Men’s Health and Running Magazine. According to the company, 94% of users report relief. Sidekick is a Canadian-incorporated direct-to-consumer brand with sales across 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 operations, third-party logistics partners, and customers. The position is split roughly 60–70% operations work and 30–40% customer support, with the expectation that customer issues are used to spot patterns and improve processes.

The team is not seeking someone who simply keeps things running as-is. The ideal person notices repeated friction, rebuilds broken workflows, gets to the root of recurring support issues, and, where appropriate, turns a return into a retained sale.

What success looks like

The role is about ownership, curiosity, and reliability. You should be comfortable taking responsibility when something is off, investigating the cause, and making sure the issue is fixed properly. You should also be naturally inquisitive, proactive in finding answers, and organized enough to manage several moving tasks without missing follow-through.

Key responsibilities

• Track day-to-day order movement across US, Canadian, and UK fulfillment partners, identify stuck orders and exceptions early, and coordinate with logistics partners on damaged inbound goods, fulfillment mistakes, returns, and special projects.
• Manage inbound shipments and receiving, monitor containers, resolve discrepancies, maintain accurate stock records, identify low-inventory items, and support reorder planning.
• Refine operating procedures, reduce manual work through automation, and prepare operational reporting such as shipping service levels and return-rate trends to highlight unusual patterns.
• Handle support requests in Commslayer together with the customer service team, including where-is-my-order questions, address updates, refunds, replacements, returns, and warranty-related claims.
• Work to reduce unnecessary returns by recommending the most suitable outcome, such as product education, sizing guidance, replacement parts, or a different product instead of defaulting to a refund.
• Support administrative operations by matching credit notes, processing sales orders and invoices, and keeping finance and inventory systems accurate and tidy.
• Improve support automation by strengthening canned replies, macros, AI agent training, knowledge-base articles, and routing logic.

Requirements

• At least 3 years of experience in operations, logistics, fulfillment, or e-commerce coordination, with direct-to-consumer or third-party logistics exposure considered an advantage.
• Practical experience using Shopify or another e-commerce platform to manage orders, products, inventory, and basic store operations.
• Experience working through a customer support queue while maintaining a professional tone, even in high-pressure situations.
• Ability to manage several urgent issues at once, such as a container problem, a customer escalation, and an inventory reconciliation.
• Strong independence and reliability in a remote work setting.
• Real interest in the product category and how the products are designed and used.
• Comfort working with Shopify, a help desk tool such as Gorgias, Zendesk, Commslayer, or Re:amaze, spreadsheets, and 3PL systems.
• Clear written communication skills and a habit of documenting work instead of relying only on verbal follow-up.
• Preferred experience includes sales-minded support that can save returns or move wholesale opportunities forward, Amazon Seller Central experience, automation tools, a background in health, wellness, fitness, or recovery products, and basic SQL or advanced spreadsheet formulas beyond VLOOKUP.

Benefits

• High ownership within a growing direct-to-consumer business, with a small team, visible results, and direct access to decision-making.
• Exposure to the complete operations stack, including supply chain, customs, fulfillment, automation, and customer experience.
• A flexible, remote-first work arrangement.
• Compensation of USD 1,300 to USD 1,600 per month.
• Performance-based bonus pay.

Additional information

This role is fully remote and based in Brazil. The compensation listed is monthly and performance bonuses are available. No specific opening count, education requirement, or start date was provided.