Retail CX & Policy Specialist

micro1; Canada; On-site; CAD 134,000 - 249,000; Part time

Job summary

micro1 is seeking a Contractor expert to author authentic return, refund, and eligibility policies for US retail and e-commerce, shaping how AI systems learn from real customer scenarios.

You will design nuanced CX policies, develop scoring rubrics, and surface ambiguities to refine AI evaluation. Start readiness is high, with cross‑functional collaboration across domain leads and calibration teams.

Qualifications

• 3–5+ years of hands‑on experience in US retail or e‑commerce CX operations, including escalation handling and process design.
• Direct background in authoring or redesigning return, refund, and eligibility policies.
• Deep knowledge of US retail conventions: return windows, restocking fees, gift returns, damaged goods, chargeback handling, and marketplace fulfillment.
• 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.
• Experience across multiple retail categories (apparel, electronics, home goods, third‑party marketplaces) is a plus.

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, 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 escalation 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

CX operations

Escalation handling

Policy design

Policy authoring

Policy documentation

Stakeholder collaboration

Education

Bachelor’s degree

Job description

Role Title: Retail CX & Policy Specialist

Role Type: Contractor

Location: Remote, US or Canada-based.

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 the authoritative standards by which AI agents are evaluated. This opportunity involves comprehensive policy creation and scenario design, ensuring the coverage of nuanced, edge-case situations encountered in modern CX environments.

Scope of Work

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

Preferred Qualifications

1. 3–5+ years of hands‑on experience in US retail or e-commerce CX operations, including escalation handling and process design.
2. Direct background in authoring or redesigning return, refund, and eligibility policies (not just executing pre‑written guidelines).
3. Deep knowledge of US retail conventions: return windows, restocking fees, gift returns, damaged goods, chargeback handling, and marketplace fulfillment.
4. Exceptional written and verbal communication skills, with a focus on unambiguous policy documentation.
5. Bachelor’s degree preferred (business, operations, or related disciplines) or equivalent real‑world expertise.
6. Experience across multiple retail categories (such as apparel, electronics, home goods, and third‑party marketplaces) is a plus.
7. Previous involvement in CX process design, knowledge management, or contract‑based AI evaluation projects is advantageous.

Start Timeline & Availability

We typically fill roles within 48 hours and are looking for experts ready to jump in right away. If selected, we expect you to start your first tasks within 24–48 hours of completing onboarding.