Customer Service & Operations Associate

<h3>About Sidekick</h3><p>At Sidekick, our mission is simple: help people recover faster from persistent injuries. Trusted by Olympic champions and everyday athletes, our products have been featured in <em>Men's Health</em>, <em>Running Magazine</em>, and more. With 94% of users reporting relief from chronic pain, we’re on a mission to become the go-to injury relief brand.</p><h3>Customer Service &amp; Operations Associate</h3><p>We’re looking for a proactive, detail-oriented leader to manage customer service inquiries while streamlining operations. This role combines exceptional ticket resolution skills with a focus on identifying inefficiencies and implementing solutions, such as automations and knowledge base updates to optimize workflows. You’ll also oversee ERP tasks like managing inventory, credit notes, and branch transfers, ensuring smooth day-to-day operations.</p><p><strong>Requirements</strong></p><h3>Key Responsibilities</h3><ul> <li>Resolve an average of 20 tickets per hour while maintaining a 90%+ customer satisfaction score.</li> <li>Identify repetitive tasks and inefficiencies, and implement automation solutions or process improvements.</li> <li>Regularly update and expand the knowledge base to reduce ticket volume and improve efficiency.</li> <li>Document workflows and SOPs in Notion for seamless onboarding and training.</li> <li>Manage ERP tasks, including inventory updates, credit notes, and branch transfers, with 100% accuracy.</li> </ul><p></p><h3>What We’re Looking For</h3><ul> <li>A self-starter who thrives in a fast-paced environment.</li> <li>Proven ability to identify inefficiencies and implement automations or process improvements.</li> <li>Strong skills in creating and maintaining knowledge base content to streamline operations.</li> <li>Customer service expertise with technical and process-oriented skills.</li> <li>Experience with ecommerce (Shopify, Amazon etc.)</li> <li>Experience with ERP systems and customer service platforms (e.g., Zendesk).</li> <li>Go-getter who strives to be better everyday</li> </ul><p><strong>Benefits</strong></p><ul> <li>Competitive compensation</li> <li>Performance-based bonus pay</li> <li>Work-from-home</li> <li>Dedicated, collaborative, and supportive colleagues</li> <li>Fast-paced, dynamic environment</li> <li> <strong>Career growth &amp; ownership</strong> – Ample opportunities to take on new challenges and grow within the company</li> </ul><p></p><p><strong>Salary: </strong>$1000 USD/month</p>