Customer Service & Operations Assistant

Company: Sidekick

About Sidekick
Sidekick helps people recover faster from persistent injuries. Trusted by Olympic champions and everyday athletes, our products are featured in Men's Health and Running Magazine, with 94% of users finding relief. We're a Canadian-incorporated DTC brand selling across the US, Canada, UK, and internationally.
The Role
We're hiring a Customer Service & Operations Assistant to be the connective tissue between our supply chain, our 3PL partners, and our customers. You'll spend roughly 60 - 70% of your time in operations (order flow, 3PL coordination, inventory, process improvement) and 30 - 40% in the customer service queue, surfacing patterns back into operational fixes.
We're not looking for someone to just keep the lights on. We want someone who sees friction in a process and rebuilds it, kills the root cause of repeating CS tickets, and turns a return request into a saved sale when the opportunity is there.
Who You Are
The technical skills here are learnable. What matters most is how you think:
* Ownership. When something's broken (a 5% inventory variance, a recurring CS ticket, a stuck container), you don't just patch it. You find the root cause and fix it so it doesn't happen again
* Curiosity. You want to know why yourself. Why is the variance different every week? Why does this ticket keep coming back? You go look instead of waiting to be told
* Reliable and organized. You can hold a lot of moving pieces without dropping any of them, and you follow through until something is actually resolved
What You'll Do
* Order flow & 3PL coordination. Monitor daily order flow across US, Canadian, and UK 3PLs; catch stuck orders and exceptions before they become customer issues. Liaise with 3PLs on damaged inbound units, fulfillment errors, returns, and special projects
* Inbound & inventory. Coordinate inbound shipments and receiving; track containers, follow up on discrepancies, and keep inventory records clean. Maintain accurate inventory data, flag low-stock SKUs, and partner on reorder timing
* Process improvement & reporting. Improve SOPs, automate manual work, and pull operational reports (shipping SLAs, return rates) to surface anomalies
* Customer service tickets. Work tickets in Commslayer alongside the CS team: WISMOs, address changes, refunds, replacements, returns, warranty claims
* Returns reduction. Offer the right solution (education, sizing, replacement part, alternative SKU) instead of defaulting to a refund
* Operations admin. Reconcile credit notes, invoice and process sales orders, and keep accounting and inventory systems clean
* Support automation. Improve Commslayer automation: canned responses, macros, AI agent training, KB content, routing rules
Requirements
Must-Haves
* 3+ years in operations, logistics, fulfillment, or e-commerce coordination (DTC or 3PL a strong plus)
* Hands-on Shopify or e-commerce platform experience (managing orders, products, inventory, basic store admin)
* CS queue experience with a professional tone under pressure
* Comfortable juggling an inbound container issue, a CS escalation, and an inventory reconciliation in the same hour
* Reliable and self-directed in a remote environment
* Genuine curiosity about our products: how they're built and used
* Comfort across Shopify, a help desk platform (Gorgias, Zendesk, Commslayer, Re:amaze), spreadsheets, and 3PL portals
* Strong written communication and a bias toward documenting the work, not just doing it
Nice to Have
* Sales instincts: saving returns and moving wholesale leads forward
* Hands-on Amazon Seller Central experience
* Automation tooling experience
* Health, wellness, fitness, or recovery category background
* Basic SQL or spreadsheet formulas beyond VLOOKUP
Benefits
* Real ownership at a growing DTC brand: small team, visible impact, no layers between you and decisions
* Exposure to the full operational stack: supply chain, customs, fulfillment, automation, customer experience
* Flexible, remote-first work environment
* Competitive compensation ($1300 - $1600 USD/month)
* Performance-based bonus pay

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