Retail CX & Policy Specialist | $40-$65/hr Remote
Overview
In this contract role, you will create return, refund, and eligibility policies for a project that trains AI-powered CX systems. Your work defines ground-truth operational guidelines, so your US retail and e-commerce knowledge takes priority over any AI experience. Policy authoring, edge-case reasoning, and CX process design are the core skills you will apply. This is a remote position open to candidates in the US or Canada.
What You'll Do7
- 1Write and document return, refund, and eligibility policies that reflect current US retail and e-commerce standards.
- 2Create complex customer service scenarios, including edge cases, to expose policy ambiguities and operational gaps.
- 3Define accurate customer service outcomes for standard and unusual situations based on the policies you author.
- 4Develop detailed grading rubrics to assess agent performance on multi-step customer experience cases.
- 5Detect, record, and escalate policy conflicts or ambiguities to ensure full coverage for AI training environments.
- 6Work with domain leads and quality calibration contributors to update policies as project needs change.
- 7Set and verify 'golden outcomes' used for AI model training and evaluation.
Requirements7
- 13 to 5+ years of hands-on experience in US retail or e-commerce customer experience operations, with escalation handling and process design.
- 2Direct experience writing or redesigning return, refund, and eligibility policies, not just following existing guidelines.
- 3Thorough understanding of US retail practices such as return windows, restocking fees, gift returns, damaged goods, chargeback handling, and marketplace fulfillment.
- 4Outstanding written and verbal communication, with a focus on unambiguous policy documentation.
- 5Bachelor's degree in business, operations, or a related field preferred, or equivalent practical experience.
- 6Experience in several retail categories, like apparel, electronics, home goods, and third-party marketplaces, is a plus.
- 7Past work in CX process design, knowledge management, or contract-based AI evaluation projects is an advantage.
Who Should Apply
The ideal candidate brings at least 3 years of US retail or e-commerce CX experience and has authored return or refund policies, not just applied them. You should be comfortable designing edge cases and documenting unambiguous resolutions. This role is less suitable for someone without hands-on policy creation experience or who lacks deep knowledge of US retail conventions like restocking fees and chargeback handling. Candidates often get rejected when they describe executing existing policies but cannot show examples of writing new ones, or when they lack experience with multi-category retail operations.
Salary Insight
The rate is $40 to $65 per hour, based on experience. The exact figure is negotiated during the hiring process.
Location
Required Skills
Application Tip
Include examples of policies you wrote from scratch, and detail how you handled edge cases. Specify the retail categories you covered and the number of policy documents you authored.
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How your application is processed
1Application received
Your resume and details are logged the moment you apply.
2ATS + eligibility screening
We check your profile against the role’s skills, seniority, and requirements.
3Employer sees qualified profiles only
Only candidates who clear screening move forward.
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