AddressJob DescriptionJob Description:Imagine a world where everyone has equitable access to Higher Education, enabled by admission processes that give applicants a chance to show their full potential, share lived experiences and cultural influences, demonstrate soft skills, and highlight academic achievements. Picture Higher Education programs equipped with software that streamlines complex operations and delivers performance analytics and insights that can increase student and program success. At Acuity Insights, that's the world we are building. Right now, we do it with our admissions assessment products (Casper & Duet), program management products (One45 & MSPE Builder), and data & insights products (Analytics). These products help schools select, nurture and graduate future doctors, nurses, teachers, engineers, business leaders, and other professionals who reflect the diversity of our communities and bring soft skills like empathy, integrity, resiliency, and professionalism into the workforce. Acuity Insights is a purpose-driven EdTech company with a vision to create a world powered by everyone's full potential. Our roots are firmly planted in medical and healthcare education. We are at a new stage of growth, branching out to more vertical markets and exploring other possibilities to expand our impact on the world. You have a chance to be part of our company's scaling journey when you join our team as an Applicant Support Specialist to provide test support for applicants taking our Higher Education admission assessment test, Casper. This opportunity is ideal for a compassionate and empathetic professional with a calming presence experienced in providing real-time user support. You're proficient in English, quick-thinking, skilled at conveying information clearly and concisely, and have flexibility with your schedule. The Applicant Support Specialist position is a full-time, individual contributor in Canada covering Pacific Time Zone hours. It reports to Gregory Wong (Manager, Operations - Support). Opportunity & Impact As an Applicant Support Specialist at Acuity Insights, you'll have a vital role in supporting users of our company's most prominent product, Casper. It is an open-response situational judgement test that measures a variety of skills and behaviours, like empathy, communication, collaboration, self-awareness, resilience, problem-solving, and ethics. Casper is used globally by hundreds of academic programs, including teacher's colleges and engineering and medical schools. It allows applicants to demonstrate how they respond to challenging scenarios in a professional and socially intelligent manner. In your role, you get to be the representative face of Acuity Insights to applicants, ensuring they have a positive experience with Casper and providing technical and non-technical support before, during and after taking the test. The work you do is critically important. Applicants rely on us to assist them with completing their tests, which enables schools to make accurate and informed admissions decisions. The quality of your work will meaningfully impact the academic and career trajectories of thousands of individuals worldwide. Test Leading As part of our Casper Operations team, a key focus for you will be supporting live Casper tests. You get to own the testing experience and lead around 90 Casper tests a year, helping 120,000 to 150,000 unique applicants across the world complete the test. The tests you'll lead can support up to 5,000 test-takers concurrently and are commonly scheduled and held during PST business hours and some odd hours, like Sunday afternoons, for which you will receive lieu time. Test leading involves technical and personnel preparations to ensure test readiness so our applicants are well-supported while they take the test. You'll coordinate and train our contract test support agents and proctoring teams, provide them with guidance and direction, help troubleshoot, and escalate and address incidents with the right teams when they occur. As you learn the ins and outs of live test operations, you will grow into an expert on Casper test support processes and develop a deep understanding of what it takes to deliver live tests of different sizes and across geographies successfully. Applicant Advocacy In this role, you'll represent the voice of the applicants, gathering and sharing their feedback and your insights and concerns with our team. You'll anticipate and communicate the impact that product and process changes will have on applicants and advocate for their needs to drive improvements in the Casper test experience. Operational Support Joining us now, at the start of a new growth phase, is a chance to directly impact how our test support infrastructure and processes evolve and are optimized to support a higher volume of applicants. Leveraging your drive to challenge the status quo and interest in continuous improvement, you get to seek out and identify opportunities to streamline and automate how we operate, explore and experiment with solutions, and lead your initiatives to implement new tools, processes, and policies. As a valued colleague on the Casper Operations team, you'll contribute to optimizing operational support processes like test operations, accommodations and payment processing, program and applicant communication, security and proctoring, and help analyze test data and applicant feedback to improve the applicant experience. Measurements of Your Success Your success at Acuity is measured on one key metric you share with other Casper Operations team members: Applicant Satisfaction Score. You'll know you are meeting performance expectations in your role when:Live tests you lead are consistently completed incident-free.Our team maintains an Applicant Satisfaction Score of >6/7.Your contributions to streamlining and automating operations help increase the team's overall capacity to spend time on other high-value high-impact strategic initiatives for the business.Peers, collaborators, and leaders you support and collaborate with across other functions, like Customer Success, feel and recognize the impact of your work.To thrive in the role, you:Bring at least one professional experience in a customer or user-facing role where you've supported different types of personalities through situations with various degrees of complexity and intensity, like thinking quickly to navigate through scenarios where something goes wrong and needs to be escalated.Have experience coordinating and managing multiple small to mid-size projects and initiatives at different stages concurrently, for example, initiatives to improve how you and others work where you've discovered gaps and needs, identified potential changes or solutions, recommended a path forward, implemented the agreed-upon path, and supported others as they adapted to the change you've implemented. Are a proactive and effective communicator, fluent in verbal and written English.Have a calming presence and the ability to prioritize and articulate a plan in high-pressure situations when others look to you for guidance.Care deeply about the customer/user experience and always aim to raise the bar higher when serving our applicants and programs.Are an operator at heart. You have a tendency towards the path of least resistance and optimize for efficiency without compromising quality. Have loosely held but strong opinions, remaining receptive to alternative viewpoints and prioritizing the best solution, no matter the source. Are growth-oriented with a learner's mindset. You welcome radically candid and constructive feedback that can help you develop professionally and as a human, and you enjoy picking up and learning new technology and applications. Open to covering PST hours, and don't mind working odd hours and on a weekend if it means you get to support applicants in completing the Casper test. To thrive at Acuity Insights, you areCaring toward people. You show up, take time to listen and understand, encourage and support, and don't shy away from providing feedback and sharing knowledge that inspires professional growth in others. Curious by nature and open to possibilities. You like asking questions, listening, exploring, experimenting, and learning.Driven to problem-solve independently and with collaborators, seek to continuously improve your skills, methods, and practices. Adaptable with a preference for startup-like work environments where you can explore ways to contribute and create value, initiate and take ownership of your projects, and positively influence change. At your best when you can manage your work, time, and priorities independently and ask for help when you get stuck or seek feedback.Self-aware, with an understanding of your strengths and where you have growth opportunities.Motivated by meaningful work and the chance to contribute to creating a world powered by everyone's full potential.Selection Process To ensure an equitable and inclusive process, all candidates will receive equal consideration for an interview, whether applying, introduced as a referral or contacting the manager or recruiter directly. We look at every resume. Your application is evaluated based on your professional experiences, how you've applied your knowledge and skills to make an impact, and the personal qualities you demonstrate. You must reside in Canada and be eligible to work there to be considered for an interview. Interview Process Our interview process is designed to be a two-way discovery and create space for meaningful conversations. We want to learn who you are as a human & professional, understand your experiences, assess your skills, and ensure alignment with our mission, values and business needs. We encourage you to be curious and ask insightful questions throughout our conversations. Here are the steps you can expect:Review & Selection. A human, not an AI, reviews your resume and assesses your experience and application responses against our hiring criteria.Intro Conversation with Recruiter. If selected, you'll have a 30-60 minute phone call to share your background and professional interests and learn more about the company, team, role and compensation.Communication Proficiency Assessment. On your own time, spend up to 20 minutes on a shortened version of our situational judgment test, Casper, to help us assess your communication approach and English language proficiency. Meet The Manager. Have a 45-minute video call with your potential future manager to discuss relevant experiences and learn more about the function, team and day-to-day.Meet The Team. Connect with 3 future peers and collaborators in 1-on-1 video conversations, each 30 minutes long, and learn more about the team, role, and life at Acuity Insights.Wait For a Decision. The Hiring Manager consolidates and evaluates feedback from the team to make a hiring decision within 2-4 days.Receive an Offer / Reference Check. If you're a good fit for the role, team, and company, we'll invite you to an offer conversation. The offer is contingent upon the completion of a reference check.Your BenefitsFair Compensation. We offer salaries based on internal pay equity, market considerations, and responsible & sustainable financial practices.Investment In Your Growth. Access an annual budget of $3,000 for your professional and personal development.Remote Work. Enjoy the freedom to work from anywhere within Canada.Self-Directed Vacation. Take charge of your vacation schedule and duration with unrestricted paid vacation days, supported and encouraged by your manager. Collective Time Off. Join the team in disconnecting from work for two weeks at the end of the year and enjoy extra Fridays off throughout the year.Other Paid Time Off. Take comfort in knowing you won't feel a financial impact when you need time off due to a medical or family emergency, lose a loved one, or just need a day to nurture your mental health and well-being. Parental Leave. Bond with your new addition, whether you are a birthing parent, non-birthing parent, or expanding your family through surrogacy or adoption.Company Ownership. Get a piece of future profits with employee stock options granted on your start date.GRSP Matching Program. Save for your future with our Group Registered Savings Plan in partnership with Wealthsimple. We match contributions up to 2% of your salary. Comprehensive Health Coverage. Enroll yourself and your dependents in our health, dental, and life benefits plan through Equitable Life of Canada, starting from day one.Holistic Wellness Support. Receive personalized support for your physical, mental, social and financial well-being needs through our membership with Cyno. Get to Know Us Acuity Insights is a Canadian product and research company established in 2014. We were founded on 15 years of research by co-founders Kelly Dore (Ph.D.) and Harold Reiter (M.D MEd), who invented our first product, Casper, at McMaster University in Ontario. In 2021, we partnered with a private equity firm for an investment. It enabled us to acquire One45, a healthcare education software company, expanding our team and offerings beyond admission assessments (Casper & Duet) to program management and data and insights (One45 & Analytics) for Higher Education institutions. Behind Acuity Insights, you'll find a diverse team of 125+ caring, curious, and driven individuals collaborating remotely across Canada and some international locations. We are committed to creating a supportive & collaborative culture built on respect for all individuals. We prioritize transparency, equity, and inclusion in our business operations, policies and programs. Diversity and inclusion fuel innovation, build better products and contribute to healthier business outcomes. It's our company's strength and priority. We encourage individuals from non-traditional backgrounds or historically marginalized and underrepresented groups to apply and join us in helping Higher Education institutions implement and practice holistic and fairer admission processes. Thank you for considering Acuity Insights as your next workplace!
