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Customer Service & Operations Assistant

2 months, 2 weeks ago
Mexico, Argentina, Brazil, Chile, Colombia, Costa Rica
Full-time
Mid Level
Customer Support
Customer and Technical Support
E-commerce Shopify SQL
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Sidekick

Sidekick

Sidekick specializes in providing innovative injury recovery tools and muscle scraping techniques designed to alleviate pain, improve mobility, and accelerate healing for athletes and individuals seeking effective pain relief solutions.

Leisure Products
1-10
Founded 2014
View All Jobs 3

Description

  • Monitor daily order flow across US, Canadian, and UK 3PLs and catch stuck orders or exceptions before they create customer issues.
  • Coordinate with 3PL partners on damaged inbound units, fulfillment errors, returns, and special projects.
  • Manage inbound shipments and receiving, track containers, follow up on discrepancies, and maintain clean inventory records.
  • Flag low-stock SKUs and partner on reorder timing to support inventory planning.
  • Improve SOPs, automate manual processes, and prepare operational reports on shipping SLAs, return rates, and anomalies.
  • Handle customer service tickets in Commslayer, including address changes, refunds, replacements, returns, warranty claims, and WISMO requests.
  • Reduce returns by recommending education, sizing guidance, replacement parts, or alternative SKUs when appropriate.
  • Reconcile credit notes, invoice and process sales orders, and keep accounting and inventory systems accurate.
  • Improve customer support automation through canned responses, macros, AI agent training, knowledge base content, and routing rules.

Requirements

  • 3+ years of experience in operations, logistics, fulfillment, or e-commerce coordination, with DTC or 3PL experience a strong plus.
  • Hands-on experience with Shopify or a similar e-commerce platform, including orders, products, inventory, and basic store administration.
  • Experience working in a customer service queue with a professional tone under pressure.
  • Ability to manage multiple priorities at once, including container issues, CS escalations, and inventory reconciliations.
  • Reliable, self-directed, and comfortable working in a remote environment.
  • Genuine curiosity about the company’s products, including how they are built and used.
  • Comfort using Shopify, a help desk platform such as Gorgias, Zendesk, Commslayer, or Re:amaze, spreadsheets, and 3PL portals.
  • Strong written communication skills and a habit of documenting work clearly.
  • Sales instincts that help preserve sales and move wholesale leads forward are preferred.
  • Hands-on Amazon Seller Central experience is preferred.
  • Experience with automation tools is preferred.
  • Background in health, wellness, fitness, or recovery categories is preferred.
  • Basic SQL or spreadsheet formula experience beyond VLOOKUP is preferred.

Benefits

  • Real ownership at a growing DTC brand with a small team and visible impact.
  • Exposure to the full operational stack, including supply chain, customs, fulfillment, automation, and customer experience.
  • Flexible, remote-first work environment.
  • Competitive compensation of $1300 to $1600 USD per month.
  • Performance-based bonus pay.

Interested in this position?

Apply directly on the company website

Apply Now

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