Operational Specialist

About the Company

Stridekick is a B2B2C preventative health platform that blends game-based wellness challenges with a carefully selected marketplace of health and wellness products. Companies and small groups use the platform to encourage teams to move together through friendly competition, while the shop offers thousands of products that help people invest in their wellbeing, with nearly half eligible for HSA/FSA use.

The company is a compact, fast-paced team of fewer than 10 people and is expected to grow to around 20 over the next two years. It is in a high-growth phase where team members own their areas, work across functions, and move quickly. This role is suited to someone who wants early-stage exposure at a business with traction, revenue, and a product customers genuinely enjoy.

Role Overview

This position is responsible for two main parts of the business: marketplace operations for the shop account for about 65% of the role, while end-user support makes up the remaining 35%. It is a practical, hands-on role focused on keeping the product catalog accurate and healthy, acting as the main point of contact for customer support, and partnering with the product team to improve both the product and the customer experience.

Marketplace Operations

• Oversee and improve the health of the health-and-wellness product marketplace.
• Add and review new product listings every day.
• Keep catalog data organized, accurate, and clean.
• Build and refresh product collections around wellness trends, seasonal campaigns, and user preferences.
• Research promising new brands and products to suggest for inclusion in the marketplace.
• Help define and strengthen curation standards.

End-User Support

• Act as the first line of support for users by handling daily Intercom tickets.
• Help customers diagnose problems and work through bugs.
• Update and train the Intercom support bot using new features, product changes, and recurring issues.
• Share user-reported bugs with the product team in a clear, actionable way and create Linear tickets for fixes.
• Draft and revise help content for new features and product launches.
• Keep the help center content organized and current.
• Support the account management team with technical questions from clients and customers.
• Track and reply to app store reviews and other customer feedback channels.

What Success Looks Like

Within the first 90 days, success means being able to solve nearly all support issues that come through the queue, publishing more than 30 products per day, creating help articles for new feature rollouts, and training the support bot on updated troubleshooting and feature flows.

Tools

The role uses Intercom, Linear, Webflow, Claude, FigJam, and internal marketplace operations tools.

Growth Path

There is a defined path toward a larger marketplace operations role that may include managing merchant partnerships, automating more of the marketplace workflow, and working closely with the product team to influence the future of the shop.

Candidate Profile

Ideal candidates bring 1 to 5 years of experience in customer support, marketplace operations, e-commerce, or a related area. Strong organization, attention to detail, and pride in maintaining high-quality data are important. You should communicate clearly across teams, be comfortable raising issues and sharing context, and always keep the customer experience in mind. This environment suits someone who can adapt quickly as priorities change, take on work beyond their immediate responsibilities, and enjoys health and fitness at any level. Experience with Intercom, Linear, or similar support and project tools is helpful but not required.

Benefits

• Health insurance options
• HSA/FSA spending account
• Unlimited paid time off
• Downtown Chicago office