Customer Experience Specialist | $65/hr Remote

Type: Contract | Location: Remote | Commitment: 10-40 hrs/week | 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, 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.