Retail CX & Policy Specialist [Remote]

Role Overview

Shape the operating standards used to train and assess AI-powered customer experience systems. You will turn real-world US retail and e-commerce expertise into authoritative return, refund, and eligibility policies, customer scenarios, and evaluation criteria. Prior AI experience is not required.

Key Responsibilities

• Author detailed return, refund, and eligibility policies aligned with current US retail and e-commerce practices.
• Design nuanced customer-service scenarios, including edge cases, that expose policy ambiguities and operational gaps.
• Define clear customer-service resolutions for standard and exceptional situations under the policies you create.
• Create precise grading rubrics for complex, multi-step customer experience cases.
• Identify, document, and escalate policy conflicts or ambiguities to support comprehensive AI evaluation coverage.
• Collaborate with domain leads and quality calibration contributors as project requirements evolve.
• Define and validate golden outcomes for AI training and assessment.

Qualifications

• 3 to 5+ years of hands-on US retail or e-commerce customer experience operations experience, including escalation handling and process design.
• Direct experience authoring or redesigning return, refund, and eligibility policies, rather than only following prewritten guidelines.
• Strong policy-authoring, edge-case reasoning, CX consulting, CX process design, and written documentation skills.
• Deep knowledge of US retail practices, including return windows, restocking fees, gift returns, damaged goods, chargebacks, and marketplace fulfillment.
• Exceptional written and verbal communication, with the ability to produce unambiguous policy documentation.
• Bachelor''s degree in business, operations, or a related field preferred, or equivalent practical expertise.
• Experience across apparel, electronics, home goods, or third-party marketplaces is a plus.
• Experience in CX process design, knowledge management, or contract AI evaluation projects is advantageous.

Work Terms

• Independent contractor role.
• Remote, open to candidates based in the United States or Canada.
• Availability to begin promptly is important. Roles are typically filled within 48 hours, and selected candidates are expected to begin their first tasks within 24 to 48 hours after completing onboarding.

Compensation

$40 to $65 per hour.