Job Description
Join Team CARFAX as a Senior Consumer Affairs Specialist!
Isn't it time you bragged about where you work? At CARFAX, we do, every day. We pride ourselves on being mission-focused on helping to grow a brand built on accuracy and integrity. We care deeply about our products and our customers. We’re more than just a company: We help millions of consumers make more-informed decisions every day. We know that our teammates are our most valuable asset, and we value a balanced life while tackling challenging projects in a fast-paced environment.
At CARFAX, we believe in the power of teamwork and value in-person interactions so that we can collaborate and thrive together. This position will require 3 days in the London, ON office per week, subject to change with future business needs. One last thing: Our four-day week continues in Summer 2026!
What you'll be doing:
Customer Support and Communication:
- Respond to customer inquiries across all support channels and translate complex issues into clear messages, with a focus on resolution
- Conduct internal and external research to validate requested data changes, verify accuracy, assess data trends, and collaborate with internal teams to resolve issues
- Accurately document and categorize all customer communications, providing timely responses in alignment with team goals
- Recommend product improvements based on empirical data
Process & Subject Matter Expertise:
- Subject matter and process expert, for customers and the team
- Ensure standard answers, talking points, and Help Center FAQs are up to date
- Assist with user acceptance testing, as assigned
- Address confidential and sensitive issues while adhering to all legal and compliance expectations
Assist with Difficult Customers & Escalated Issues:
- Serve as first point of contact for all escalations
- Address sensitive and escalating issues, leading the effort to satisfactorily resolve them
Technical Liaison and AI/Agentic Optimization:
- Take the lead on assessing, verifying, and reporting technical problems and outages to respective technical teams, and operate as liaison between technical team members and Consumer Affairs team to effectively communicate updates and resolution
- Evaluate AI-generated responses for quality, accuracy, and tone
- Identify and analyze gaps in AI performance and recommend additional training or content to improve outcomes
Team Support, Training & Best Practices:
- Coach, motivate, inspire, and assist team members, leading by example
- Monitor queues and recommend resource shifting, as appropriate
- Assist in identifying potential areas for improvement in quality and consistency across the team
- Actively seek new solutions to customer needs, communicate trends to Product Support leadership, and suggest innovative solutions in the interest of customer experience
- Assist with job interviews and candidate selection
- Primary trainer for new team members, and ensure that team members have the necessary knowledge and training to be effective contributors
Qualification Requirements:
- 5+ years of experience in customer support, customer operations, technical support, or related fields with demonstrated experience identifying and resolving complex customer issues
- Demonstrated experience investigating, reproducing, and documenting customer-reported defects, including identifying root causes, validating issue impact, and partnering with management, product, and engineering teams to drive resolution
- Demonstrated experience refining, testing, and optimizing AI support tools/chatbots
- Experience working cross-functionally with product/engineering teams
- Proven ability to analyze data, identify trends, and recommend actionable solutions
- Experience developing training materials, process documentation, or operational procedures
What’s in it for you:
- Competitive compensation, benefits and generous time-off policies
- 4-Day summer work weeks and a winter holiday break
- 401(k) / DCPP matching
- Annual bonus program
- Casual, dog-friendly, and innovative office spaces
- For a comprehensive list of benefits, please visit our website: https://jobs.jobvite.com/carfax/p/benefits
Don’t just take our word for it:
- 10X Virginia Business Best Places to Work
- 10X Washington Post Top Workplace
- 9X Washingtonian Great Places to Work
- 3X St. Louis Post-Dispatch Best Places to Work
Vacancy Status:
This posting is for an existing vacancy.
Base Salary:
The anticipated base salary range for this position is CAD $53,500 to $74,000 annually. Final base salary will be determined based on geographical location, experience, and qualifications.
Benefits:
Join a company that values your total wellbeing. CARFAX offers competitive compensation, comprehensive healthcare coverage, and the chance to make a meaningful impact in an industry-leading organization. Our benefit offerings can be found at: CARFAX Careers
