# Operations Coordinator

> Sidekick · Mexico (Remote) · Full-time · Posted 2026-05-21

**Salary:** USD 1,300–1,600

**Workplace:** remote

## Description

### 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 an Operations Coordinator 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 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
-   Performance-based bonus pay

## Apply

[Apply at Sidekick](https://apply.workable.com/sidekicktool/j/4ADC478A4C/apply)

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