ContractRemoteActive
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.
Salary
$40 - $65 / hour
Department
Retail Customer Experience & Policy
Experience
3–5+ years
Curated by Farooq77 Jobs
Role fit snapshot
- Engagement
- Remote contractor | micro1 application platform
- Experience
- Minimum recorded experience: 3–5+ years
- Core expertise
- Retail Customer Experience & Policy | Policy Authoring | Edge-Case Reasoning | CX Consultancy
- Expected work/output
- Grading rubrics
- Geographic eligibility
- United States & Canada
- Listing dates
- Posted 2026-08-17 | Valid through 2026-09-17
- Compensation
- Recorded compensation: $40-$65/hour
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
Before you apply
- Confirm that your location is eligible for the role.
- Confirm the employment or contract type.
- Verify the current compensation at the official source.
- Review the required skills and experience.
- Check that the listing is still open before applying.
- Never pay a fee to submit a job application.