Customer Experience Specialist | $65/hr Remote
Crossing Hurdles · United States · 1 mo ago
RemoteRemoteOTHR$40–$65/hrContract
About the role
Contract position for a Retail CX & Policy Specialist. Compensation: $40 – $65/hour. Remote. 10–40 hrs/week.
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 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.