Description

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.

About CARFAX and S&P Global Mobility
S&P Global has recently announced the intent to separate our Mobility Segment into a standalone public company.

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.

US Equal Opportunity Employer Statement: 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.

Canadian Equal Opportunity Employer Statement: CARFAX Canada is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.

We’re committed to providing accommodations by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email [email protected].