Product Support Manager

Marketing - Canada Positions London, Ontario


Description

Join our Winning Team as a Manager - Product Support

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.  One last thing: Our four-day week continues in Summer 2024!

The Product Support team provides top quality support when customers have questions about our products. This critical role manages teams responsible for customer satisfaction through research, analysis, and verification of vehicle history data. A commitment to data quality and continual improvement in a metrics driven environment enable the timely and accurate resolution of inquiries and disputes regarding data displayed through CARFAX products.

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 a week in our London office subject to change with future business needs.

What you’ll be doing:

  • Lead, manage, organize, and provide daily oversight for teams responsible for conducting internal and external research and analysis to resolve customer disputes and inquiries related to CARFAX products and data.
  • Collaborate with Product Support management to maximize efficiency, consistency, quality of work, and provide for an even distribution of workload.
  • Evaluate and institute process efficiencies to streamline research avenues to improve turnaround time while reducing costs.
  • Responsible for oversight and performance of staff, including reporting, on key metrics to ensure quality, service, and data integrity.
  • Safeguard CARFAX’s Better Business Bureau rating.
  • Work with internal teams to improve internal systems, CARFAX products, and the overall customer experience.  
  • Monitor issues and intervene when necessary to prevent issues from escalating.
  • Train, assist, and guide employees, and maintain reference and training materials.
  • Identify and analyze trends in customer inquiries for process efficiencies and improved customer experiences.
  • Provide feedback loop within company to inform other customer-facing teams and efforts.
  • Act as a primary point of escalation and expertise for CARFAX customers and internal personnel seeking Vehicle History Report expertise.
  • Communicate cordially and professionally with customers through all media (phone, email, chat, etc.)
  • Excellent listening skills, including the ability to understand the customer’s point of view and respond clearly, concisely, and with empathy.
  • Ability to understand complex issues and translate them into easily understood, clear messages for the customer.
  • Provide leadership for relationships with vendors, data sources, and partners to maintain satisfaction and accuracy of information.

What we’re looking for:

  • 6+ years of related experience building and leading teams
  • Exceptional leadership and management skills
  • Ability to foster a positive team culture that thrives on outstanding performance and collaboration
  • Strong commitment to customer satisfaction and constant improvement
  • Positive energy with strong motivational skills
  • Highly organized with excellent time management skills
  • Excellent communication skills and proven experience de-escalating customer complaints
  • Strong analytical skills and the ability to simplify complex issues into easily understood, clear summaries
  • Ability to focus on detail while seeing the bigger picture
  • Comfortable handling highly confidential information
  • Proficiency in commonly used office technologies (e.g., MS Word, Excel and Outlook)
  • Salesforce.com experience a plus

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

Don’t just take our word for it:

  • 10X Virginia Business Best Places to Work
  • 9X Washingtonian Great Places to Work
  • 10X Washington Post Top Workplace
  • 3X St. Louis Post-Dispatch Best Places to Work

About CARFAX

CARFAX, part of S&P Global Mobility, helps millions of people every day confidently shop, buy, service and sell used cars with innovative solutions powered by CARFAX vehicle history information. The expert in vehicle history since 1984, CARFAX provides exclusive services like CARFAX Used Car Listings, CARFAX Car Care, CARFAX History-Based Value and the flagship CARFAX® Vehicle History Report™ to consumers and the automotive industry. CARFAX owns the world’s largest vehicle history database and is nationally recognized as a top workplace by The Washington Post and Glassdoor.com. Shop, Buy, Service, Sell – Show me the CARFAX™. S&P Global Mobility is a division of S&P Global (NYSE: SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets.

CARFAX is an Affirmative Action/Equal Opportunity Employer. It is the policy of CARFAX to provide equal employment opportunity to all persons regardless of race, color, sex, pregnancy, religion, national origin, age, ancestry, citizenship status, veteran status, military status, disability or handicap, sexual orientation, genetic information or any other status protected by federal, state or local law. In addition, CARFAX will provide reasonable accommodations for qualified individuals with disabilities. We maintain a drug-free workplace. We are a participant in E-Verify.