ContractRemoteExpired

Retail CX & Policy Specialist

micro1 is engaging Retail CX Policy Experts to contribute to a customer's project focused on defining ground-truth operational guidelines for AI-powered customer experience (CX) systems. In this role, you'll apply your expertise to help train next-generation AI systems. Your work will shape how models learn, reason, and perform through high-quality, real-world input. No prior experience in AI is required — your domain knowledge is what matters. You will author authentic return, refund, and eligibility policies modeled after real-world US retail and e-commerce operations, creating authoritative standards by which AI agents are evaluated.

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Salary

$40 - $65 / hour

Department

Retail Customer Experience & Policy

Experience

3–5+ years

Responsibilities

Author and document detailed return, refund, and eligibility policies reflecting up-to-date US retail and e-commerce practices.
Design nuanced customer-service scenarios, including edge cases, to surface policy ambiguities and operational gaps.
Establish clear and correct customer-service resolutions for both standard and exceptional situations according to authored policies.
Create precise grading rubrics for evaluating agent performance on complex, multi-step customer experience cases.
Identify, document, and escalate policy conflicts or ambiguities to ensure comprehensive AI environment coverage.
Collaborate with domain leads and quality calibration contributors to evolve policies as project requirements shift.
Define and validate golden outcomes for AI model training and assessment.

Skills

Policy AuthoringEdge-Case ReasoningCX ConsultancyCX Process DesignWritten PrecisionRetail OperationsE-Commerce OperationsReturn & Refund PoliciesCustomer ExperienceEscalation HandlingPolicy DocumentationRubric DevelopmentKnowledge ManagementAI Evaluation

Requirements

3–5+ years of hands-on experience in US retail or e-commerce CX operations, including escalation handling and process design.
Direct experience authoring or redesigning return, refund, and eligibility policies rather than only executing prewritten guidelines.
Deep knowledge of US retail conventions including return windows, restocking fees, gift returns, damaged goods, chargeback handling, and marketplace fulfillment.
Exceptional written and verbal communication skills, with a focus on clear and unambiguous policy documentation.
Bachelor's degree in business, operations, or a related discipline is preferred, or equivalent real-world expertise.
Experience across multiple retail categories such as apparel, electronics, home goods, and third-party marketplaces is a plus.
Previous involvement in CX process design, knowledge management, or contract-based AI evaluation projects is advantageous.

Benefits

Remote contractor opportunity for US or Canada-based professionals
Contribute retail and e-commerce CX expertise to next-generation AI training
Author ground-truth policies used to evaluate AI-powered customer experience systems
Work on realistic return, refund, eligibility, and customer-service edge cases
Help define golden outcomes and evaluation standards for complex CX scenarios
Opportunity to influence how advanced AI agents handle real-world retail customer experiences

Retail CX & Policy Specialist

Responsibilities

Author and document detailed return, refund, and eligibility policies reflecting up-to-date US retail and e-commerce practices.

Design nuanced customer-service scenarios, including edge cases, to surface policy ambiguities and operational gaps.

Establish clear and correct customer-service resolutions for both standard and exceptional situations according to authored policies.

Create precise grading rubrics for evaluating agent performance on complex, multi-step customer experience cases.

Identify, document, and escalate policy conflicts or ambiguities to ensure comprehensive AI environment coverage.

Collaborate with domain leads and quality calibration contributors to evolve policies as project requirements shift.

Define and validate golden outcomes for AI model training and assessment.

Requirements

3–5+ years of hands-on experience in US retail or e-commerce CX operations, including escalation handling and process design.

Direct experience authoring or redesigning return, refund, and eligibility policies rather than only executing prewritten guidelines.

Deep knowledge of US retail conventions including return windows, restocking fees, gift returns, damaged goods, chargeback handling, and marketplace fulfillment.

Exceptional written and verbal communication skills, with a focus on clear and unambiguous policy documentation.

Bachelor's degree in business, operations, or a related discipline is preferred, or equivalent real-world expertise.

Experience across multiple retail categories such as apparel, electronics, home goods, and third-party marketplaces is a plus.

Previous involvement in CX process design, knowledge management, or contract-based AI evaluation projects is advantageous.

Benefits

Remote contractor opportunity for US or Canada-based professionals

Contribute retail and e-commerce CX expertise to next-generation AI training

Author ground-truth policies used to evaluate AI-powered customer experience systems

Work on realistic return, refund, eligibility, and customer-service edge cases

Help define golden outcomes and evaluation standards for complex CX scenarios

Opportunity to influence how advanced AI agents handle real-world retail customer experiences