Retail CX & Policy Specialist

Role Overview

Shape the operational standards used to train and assess AI-powered customer experience systems. You will create authentic retail and e-commerce policies, scenario guidance, and evaluation criteria grounded in real-world U.S. operations. AI experience is not required, your retail CX expertise is the focus.

Key Responsibilities

• Author detailed return, refund, and eligibility policies reflecting current U.S. retail and e-commerce practices.
• Design nuanced customer-service scenarios, including edge cases, that expose policy ambiguity and operational gaps.
• Define clear resolutions for standard and exceptional customer situations based on 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 complete evaluation coverage.
• Collaborate with domain leads and quality-calibration contributors as project requirements evolve.
• Define and validate golden outcomes for AI model training and assessment.

Qualifications

• 3 to 5+ years of hands-on U.S. retail or e-commerce CX operations experience, including escalation handling and process design.
• Direct experience authoring or redesigning return, refund, and eligibility policies, rather than only following existing guidelines.
• Strong policy authoring, edge-case reasoning, CX consulting, CX process design, and written documentation skills.
• Deep knowledge of U.S. 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, third-party marketplaces, or multiple retail categories is a plus.
• Background in CX process design, knowledge management, or contract AI evaluation projects is advantageous.

Work Terms

• Independent contractor engagement.
• Remote work for candidates based in the United States or Canada.
• Roles are typically filled within 48 hours. Selected candidates should be ready to begin first tasks within 24 to 48 hours after completing the required onboarding steps.

Compensation

$40 to $65 per hour.

Eligibility

This work requires expertise in authentic U.S. retail and e-commerce return, refund, and eligibility practices, which will serve as the standards for evaluating AI customer-service agents.