Test Support Operations Associate - English & French

Help applicants be seen for their full potential.

Every year, thousands of people complete Casper as part of applying to programs in medicine, nursing, and other professions. Casper is designed to understand the human skills that matter in these professions, helping universities and colleges see more of who an applicant is and the potential they bring, beyond academic achievement alone.

For applicants, completing Casper can be an important step toward the education and career they’re working toward. Behind every test is a team making sure the experience runs smoothly, problems are caught and resolved, and applicants get the support they need along the way.

That’s where you’ll come in.

As a Test Support Operations Associate, you’ll help run the day-to-day operations behind Casper. You’ll prepare for upcoming tests, make sure everything is ready to go, monitor what’s happening during testing, investigate issues when they arise, and help ensure each test is completed successfully.

Casper will be your primary focus to start, but the work won’t necessarily stop there. Acuity is developing new ways for institutions to understand and develop the human skills that matter in education and professional practice. As those experiences become available, you’ll have the opportunity to learn how they work and help build the operational support needed to deliver them reliably, too.

You’ll also help us make the work better. The people closest to an operation often see things others don’t: a process that could be simpler, an issue that keeps coming up, or a better way to help applicants. We want you to notice those things, ask questions, and contribute ideas as you learn.

You don’t need previous experience in test or assessment operations. We’ll teach you how Casper works and support you as you build your knowledge and confidence. What matters most is that you’re someone people can rely on, you pay attention to the details, you like figuring things out, and you want to keep learning.

This role requires professional fluency in English and French. English is the primary language we work in at Acuity, while your French will help us support French-speaking applicants and other operational needs as they arise.

This is a fully remote role open to candidates based anywhere in Canada.

Before you apply: Thoughtful use of AI is encouraged. If you use it to support your application, make sure it helps communicate your experience clearly and accurately. The strongest applications are authentic, original, and unmistakably yours.

The Work You’ll Do

Running Casper involves a lot of moving pieces. Before each test, everything needs to be prepared and checked. While applicants are completing the test, the team monitors what’s happening and responds when something doesn’t go as expected. Afterwards, there’s work to complete before that test is truly finished.

You’ll be part of the team making all of that happen.

You’ll start by learning the processes behind Casper and taking responsibility for specific pieces of the work with support from experienced teammates. As you build your knowledge and confidence, you’ll take on more of the day-to-day operations independently.

Some days, you’ll be preparing for upcoming tests and checking that everything is ready. Other days, you might investigate an issue, help process a retake, support the team during a busy testing period, or work with a teammate to figure out what needs to happen next.

And because running tests well isn’t just about following a process, you’ll also help us improve how the work gets done. You’ll notice where something is unclear or repetitive, help keep our documentation useful and up to date, and look for practical ways, including using AI, to make our processes simpler and more reliable.

In your first few months, you’ll:

• Learn how Casper works and how the different pieces of test operations come together.
• Build confidence preparing for and supporting test cycles alongside experienced teammates.
• Learn the processes we use to investigate issues, support applicants, and know when something needs to be escalated.
• Take responsibility for recurring operational work, with support as you build your knowledge and judgment.
• Get to know the people and teams you’ll work with across Acuity.

As you grow, you’ll:

• Take increasing ownership of day-to-day Casper test operations from preparation through post-test follow-up.
• Investigate and resolve operational issues independently within your scope, bringing in others when needed.
• Help support retakes and other applicant needs that arise around testing.
• Build your knowledge of other assessment experiences as they become available, helping the team develop the operational processes needed to support them reliably.
• Spot patterns, recurring problems, or unnecessary steps and help improve the processes behind them.
• Keep operational documentation clear, accurate, and useful for the team.
• Use AI and other tools thoughtfully to make recurring work faster, clearer, and more consistent.
• Become someone teammates can rely on for strong execution and growing knowledge of Casper operations.

The Impact You’ll Have

The details matter when someone is completing a test that’s part of their application. When Casper runs smoothly, applicants can focus on showing who they are rather than worrying about what’s happening behind the scenes.

Your work will help make that possible.

Create a reliable test experience. Help make sure Casper tests are prepared carefully, run smoothly, and are completed successfully.

Support applicants when it matters. Help resolve issues thoughtfully and quickly so applicants have a fair and consistent experience when something doesn’t go as planned.

Make our operations stronger. Notice recurring problems, unclear processes, or unnecessary steps and help us find better ways of working.

Protect the quality of every test. Bring care, attention to detail, and good judgment to operational work where small details can have a meaningful impact.

Help the team get better over time. Share what you’re learning, strengthen documentation, and contribute ideas, including thoughtful uses of AI, that make future test cycles easier and more reliable.

The work often happens behind the scenes, but its impact is very real. Every test you help prepare, every issue you help resolve, and every process you improve contributes to an experience where applicants can focus on what matters: the opportunity to show more of who they are and the potential they bring.

What Success Looks Like

You won’t be expected to know everything on day one. Success starts with learning how Casper works, building confidence in the processes you support, and becoming someone the team can increasingly rely on.

In your first few months, success looks like:

• Building a strong understanding of Casper and the operational work behind each test.
• Learning established processes and completing your work carefully and consistently.
• Asking questions when you need context and beginning to recognize when you can move forward independently.
• Paying attention to the details and catching things that don’t look quite right.
• Following through on your work and becoming a dependable teammate during busy test cycles.
• Welcoming feedback and using it to build your knowledge, judgment, and confidence.

As you grow, success means:

• Handling recurring operational work confidently and with increasing independence.
• Using good judgment to investigate and resolve issues within your scope, and knowing when to bring in someone else.
• Spotting potential problems early and taking action before they become bigger ones.
• Looking beyond the immediate task to understand how your work affects applicants, teammates, and the overall test experience.
• Identifying practical ways to make processes clearer, simpler, or more reliable.
• Becoming a trusted and knowledgeable member of the team who others can count on.

Over time, you’ll build a strong understanding of how Casper operates and the judgment to handle more situations independently. As our assessment offerings evolve, you’ll also have opportunities to apply that knowledge to new experiences and help shape how we support them operationally.

You’ll know not just what needs to happen, but why it matters, what to look out for, and when something needs extra attention.

Who You’ll Work With

You’ll join Acuity’s Operations - Support team, the group that helps keep Casper running smoothly today and will increasingly support new assessment experiences as they become available.

You won’t be figuring things out alone. You’ll work alongside teammates who specialize in different areas of support operations, including test execution, accommodations, communications, and enablement. You’ll learn from their experience as you build your own. The team works closely together during test cycles, sharing context, solving problems, and stepping in to support one another when things get busy.

You’ll also work with people across Acuity, including:

• Customer Success, who work directly with the universities and programs that use Casper.
• Product and Engineering, when operational issues connect to how Casper works or where the product could be improved.

Because you’ll be close to the day-to-day test experience, you’ll often see things others don’t. The questions you ask, patterns you notice, and issues you surface can help teammates and other teams understand what’s happening and make better decisions.

As you grow in the role, you’ll build relationships across these teams and develop a broader understanding of how all the pieces come together to create a reliable experience for applicants.

What Will Help You Thrive Here

There’s no single background that leads to this kind of work.

You might have experience in customer support, operations, administration, education, hospitality, events, or another environment where being organized, dependable, and responsive mattered. 

What matters most is that you’ve had experiences that have started to build the habits this role depends on.

You’re organized and reliable. You can keep track of details, follow a process, manage competing priorities, and follow through on what you say you’ll do. When something needs to get done, people can count on you.

You’re comfortable solving problems. When something doesn’t go as expected, you don’t freeze or immediately pass it along. You gather information, think through what might be happening, and work toward a solution, while knowing when you need help.

You pay attention to the details. You notice when something seems off, incomplete, or inconsistent. You understand that in operational work, small details can make a big difference.

You communicate clearly and thoughtfully. You can explain what’s happening, ask good questions, and share the information someone else needs to move forward.

You have professional fluency in English and French. English is the primary language we work in at Acuity. Your French will help us support French-speaking applicants and contribute to other bilingual operational needs as they arise.

You’re comfortable working with AI. You’re using AI tools, or actively building your ability to use them, to organize information, solve problems, communicate more clearly, or make repetitive work easier. You’re curious about what these tools can make better, while understanding that your own judgment still matters.

How You Approach Work

Beyond experience, we’re interested in how you think, learn, and approach the work in front of you. You don’t need to have everything figured out. These are some of the qualities that tend to matter in this kind of work.

Curiosity. You like understanding how things work and why. When something doesn’t make sense, you’re inclined to ask questions, look a little deeper, and figure out what might be going on.

Good judgment. You think before you act. You’re comfortable making decisions when you have enough information, and equally comfortable asking for another perspective when you don’t.

Care. You take the work seriously because you understand there are people on the other side of it. You notice details and think about how your decisions or actions might affect someone else.

Calm under pressure. When things get busy or something unexpected happens, you’re able to focus on what matters, work through the problem, and keep moving.

A learning mindset. You’re open to feedback, new ideas, and different ways of doing things. As you learn more, you’re willing to adjust your thinking and build on what you already know.

An improvement instinct. You’re naturally interested in whether there might be a clearer, simpler, or better way to do something. You don’t need to have the solution, but you’re willing to notice opportunities and bring ideas forward.

Collaboration. You enjoy working with other people, sharing what you know, asking for input, and helping solve problems together.

How We Support You

• Transparent compensation. The starting salary range for this role is between $60,000–$70,000 CAD. Final offers reflect experience, scope, market alignment, and internal equity.
• Learning that grows with you. A $3,000 annual learning budget to invest in your development, whether that’s deepening technical skills, building confidence, or exploring new areas of interest.
• Shared success. Access to employee stock options, so you share in the value you help create.

• Remote-first work. Fully remote within Canada, with up to six weeks per year to work internationally.
• Time to rest and reset. Self-directed vacation (most teammates take 4–6 weeks annually), monthly Acuity Days (a collective Friday off), plus a two-week company-wide closure each December.
• Comprehensive care. Health benefits from day one for you and your dependents.
• Future-focused support. A 2% GRSP matching program to help you plan ahead.

• Support for growing families. A 16-week parental leave top-up beyond EI, available to all parents.

What Happens After You Apply

We review every application carefully. Whether you apply directly, are referred, or connect through a recruiter or hiring manager, you’ll receive equal consideration.

We don’t use AI to evaluate applications, though you may be automatically screened out if you don’t meet baseline requirements (e.g. Canadian residency and valid work authorization). In some interviews, AI may help with note-taking, but all evaluations and decisions are made by real humans.

Our interviews are two-way conversations. We want to understand your career, abilities, and goals, and help you assess whether this opportunity and team are the right fit for you. 

Steps in the Process

Our hiring process typically takes 2–4 weeks from initial conversation to final decision. 

• Application Review. A real person reviews your application for potential fit.
• Intro Conversation. A conversation with a member of our Talent team to learn about your career journey, what you’re looking for next, and to introduce you to Acuity, Casper, and the role.
• Hiring Manager Conversation. A conversation focused on how you approach operational work, solve problems, use judgment, learn, and work with others. You’ll also have the opportunity to learn more about the role, the team, and the work behind delivering Casper.
• Team Conversation & Practical Discussion. You’ll meet members of the Operations - Support team to learn more about how the team works together and explore some of the situations you might encounter in the role. We’ll be interested in how you approach problems, notice important details, use judgment, and communicate your thinking. This stage may also include a practical exercise designed to reflect the work itself.
• Decision. The hiring manager reviews feedback from the interview team and typically makes a decision within 2 to 4 business days.
• Offer & Reference Checks. If it’s a match, we’ll move to references and a formal offer.

Life at Acuity Insights

We’re a remote-first team of 135+ people who care deeply about our work and about each other.

Our culture is intentionally designed. As we’ve grown, we’ve made deliberate choices about how we work together, prioritizing trust, flexibility, and a sustainable pace so people can do meaningful work over the long term.

That commitment has been recognized externally. Acuity Insights has been named one of Canada’s Top Small & Medium Employers for the second consecutive year, reflecting our focus on building a strong, people-first environment.

Day to day, that shows up in how we collaborate:

• High trust and autonomy in how work gets done
• Thoughtful, async-friendly communication across a distributed team
• Space for deep work, balanced with intentional moments of connection
• A culture grounded in care, curiosity, and shared purpose

As we continue to grow, we’re focused on maintaining that balance, building a company where people can do their best work and grow over time, without losing what makes the environment feel human.

About Acuity Insights

Acuity Insights builds products that help higher education institutions make better decisions about people, from admissions through to development.

Our work is grounded in a simple idea: that people are more than their grades, and that potential can be understood and developed, not just measured.

Our Casper situational judgment test (SJT), created by researchers at McMaster University, has been completed by over 1 million applicants and is one of the most widely used open-response SJTs in higher education, backed by nearly 20 years of research.

Today, we are evolving our products to better connect assessment, insight, and development, helping institutions not just identify potential, but actively support its growth over time. As part of that evolution, we’re increasingly building toward a more connected ecosystem across assessment, education, and learner development. While teams remain focused on their individual products, we’re creating stronger connections across our platform to deliver more cohesive experiences for institutions and learners.