Senior Consumer Affairs Specialist

Canada·Londonsenior

Other

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Quick Summary

Key Responsibilities

Customer Support and Communication: Respond to customer inquiries across all support channels and translate complex issues into clear messages,

Requirements Summary

5+ years of experience in customer support, customer operations, technical support,

Technical Tools

Other

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:

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

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

Serve as first point of contact for all escalations
Address sensitive and escalating issues, leading the effort to satisfactorily resolve them

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

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

Requirements

~1 min read

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

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.

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