Customer Service, Operations Assistant

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Sidekick

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2022

🛍️ eCommerce

🧘 Wellness

👥 B2C

eCommerce • Wellness • B2C

Sidekick is a direct-to-consumer wellness brand that designs and sells clinically-informed recovery tools — including muscle scraping tools, balance/axis boards, and mobility & strength accessories — aimed at relieving pain and improving recovery at home. The company markets primarily through an e-commerce Shopify storefront, emphasizes clinical results and HSA/FSA eligibility, and targets athletes, physical therapy patients, and general consumers seeking at-home therapy.

📋 Description

• 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. • 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. • Improve SOPs, automate manual work, and pull operational reports (shipping SLAs, return rates) to surface anomalies. • Work tickets in Commslayer alongside the CS team: WISMOs, address changes, refunds, replacements, returns, warranty claims. • Offer the right solution (education, sizing, replacement part, alternative SKU) instead of defaulting to a refund. • Reconcile credit notes, invoice and process sales orders, and keep accounting and inventory systems clean. • Improve Commslayer automation: canned responses, macros, AI agent training, KB content, routing rules.

🎯 Requirements

• 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

🏖️ 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