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, values, 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, train and graduate future doctors, nurses, teachers, engineers, business leaders, and other professionals who reflect the diversity of our communities and bring skills like empathy, integrity, resiliency, and professionalism into the workforce.
Acuity Insights is at a new growth stage. Our roots are firmly planted in health science and medical education, and we are exploring and expanding into engineering education, business schools, and other markets.
You now have a chance to be part of that scaling journey when you join our team as an Applicant Support Coordinator to empower applicants with the support and information they need to prepare for and complete the Casper assessment.
We're looking for a support professional proficient in English and French with a knack for teaching, explaining and training to join our Applicant Support team.
The role is ideal for individuals who lead with empathy and curiosity, deeply immersing themselves in product knowledge and user understanding.
Our work environment best suits someone who is invested in their growth, open to feedback, and who takes ownership of their tasks and projects.
The Bilingual Applicant Support Coordinator position is a full-time individual contributor role. You'll work remotely within Canada and report to Gregory Wong (Manager, Operations - Support).
As an Applicant Support Coordinator at Acuity Insights, you'll help support our flagship product, Casper.
Casper is a situational judgment test used in the admissions process of hundreds of academic programs globally, including teacher's colleges, engineering, and medical schools.
Applicants depend on your work to help them take the test, and their test results empower schools to make informed admissions decisions. That means your work will significantly influence the academic and career paths of thousands worldwide.
You’ll also provide applicant support for Duet, an assessment that matches applicants with programs that share their individual preferences, priorities and values.
In this role, your day-to-day will consist of various supporting activities and tasks, like answering applicant inquiries or assisting with requests from our Support Agents or Customer Success team.
As Support team members move toward specialized focus areas, you will become the Casper Operations Support team’s go-to person for applicant support communications, managing our communication channels, content within the channels and our template library.
Test Support
As an Applicant Support Coordinator, you have the chance to immerse yourself in the Casper test experience and help with the behind-the-scenes work involved in scheduling and setting up tests. That includes preparing technical support and personnel and coordinating contract support agents and proctoring teams.
You also get to provide live test support a few times a month. This involves directly assisting applicants with questions and troubleshooting, guiding Test Support Agents and proctors on processes and effective communication, and handling escalating and complex incidents.
Communications Support
In this role, you'll manage the online help center for applicants, creating, optimizing, and updating technical and non-technical content in English and French. You'll refine articles addressing common applicant questions, covering essential topics such as test reservation, accommodations, scoring, and how to troubleshoot technical issues.
You'll also utilize your analytical skills to identify high-traffic areas, prioritize content enhancements, and improve the overall usability of the help center. Your work will transform it into a comprehensive resource, reducing the need for live support.
Our chatbot frequently serves as the starting point for applicants and others to request support. As the point person for our chatbot technology, you'll manage its operations and analyze performance data to optimize conversation paths.
Your role will also enable efficient support communications. You’ll maintain a library of communications templates that provide our Support team and Test Agents with ready-to-use content at their fingertips, enabling quick responses to applicants before, during, and after live tests.
Webinar Support
As a bilingual member of our Support team, you'll engage in several applicant-focused webinars each year in French & English, collaborating with peers and cross-functional partners, including Customer Success. These sessions provide a platform to educate and train hundreds of applicants and program advisors simultaneously.
During webinars, you’ll help present prepared content and utilize your product and process knowledge to address common questions live, such as "What is Casper?" and offer valuable insights to help applicants prepare for the test.
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 will seek and identify opportunities to streamline and automate our support operations, explore and experiment with solutions, and lead your initiatives to implement new tools, processes, and policies.
As a contributor on the Support team, you'll represent the voice of the applicants and gather and share their feedback, insights, and concerns with our teams. You'll also anticipate and communicate the impact of product and process changes on applicants and advocate for their needs to drive improvements in the Casper test experience.
As a valued colleague on the Casper Operations team, you’ll contribute to optimizing operational processes like test operations, accommodations and payment processing, program and applicant communication, security, and proctoring.
Measurements of Success
Your success at Acuity Insights is measured by two key metrics: Applicant Satisfaction Score, which you share with other Casper Operations team members and the number of Live Support Requests.
You’ll know you are meeting performance expectations in your role when:
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.
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:
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 130+ 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!
