Position: Retail CX & Policy Specialist

Type: Contract

Compensation: $40 - $65/hour

Location: Remote

Commitment: 10-40 hrs/week

Role 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 explicit, correct customer-service resolutions for both standard and exceptional situations according to your 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.

Requirements

- Direct background in authoring or redesigning return, refund, and eligibility policies.
- Exceptional written and verbal communication skills, with a focus on unambiguous policy documentation.
- Bachelor s degree preferred (business, operations, or related disciplines) or equivalent real-world expertise.

Application Process

- Easy Apply on LinkedIn
- Check email for next steps
- Participate in resume evaluation & interview stage

📌 Customer Experience Specialist | $65/hr Remote (Canada)
🏢 Crossing Hurdles
📍 Canada