Test Support Operations Associate - English & French

Accountabilities:

• Prepare and validate upcoming test cycles, ensuring operational requirements, processes, and documentation are in place.
• Monitor testing activities and respond promptly when unexpected issues or applicant needs arise.
• Investigate operational problems, gather relevant information, determine appropriate next steps, and escalate issues when necessary.
• Support applicant needs, including retakes and other operational requests, while maintaining a fair, consistent, and reliable experience.
• Take increasing ownership of recurring test operations from preparation through post-test follow-up.
• Maintain clear, accurate, and useful operational documentation and identify opportunities to simplify or strengthen processes.
• Identify recurring issues, unclear workflows, or unnecessary steps and contribute practical ideas for improvement.
• Use AI and other tools thoughtfully to make recurring work more efficient, consistent, and reliable while applying appropriate human judgment.
• Collaborate with colleagues across operations, customer success, product, and engineering to resolve issues and improve the overall testing experience.
• Learn and support additional assessment experiences as they become available, helping establish reliable operational processes.
• Share observations, insights, and feedback that can help the broader team make better operational decisions.

Requirements:

• Previous experience in customer support, operations, administration, education, hospitality, events, or another environment where organization, reliability, and responsiveness were important is valuable; direct assessment or test operations experience is not required.
• Professional fluency in English and French, both written and spoken, is required.
• Strong organizational skills, with the ability to manage details, follow established processes, prioritize competing tasks, and consistently follow through.
• Demonstrated problem-solving ability, including the capacity to investigate unexpected situations, gather information, assess options, and determine when escalation is appropriate.
• Strong attention to detail and the ability to recognize incomplete, inconsistent, or unusual information.
• Clear and thoughtful communication skills, with the ability to explain situations, ask effective questions, and provide colleagues with the information they need.
• Comfort working with digital tools and AI technologies, with an interest in using them to organize information, solve problems, improve communication, and streamline repetitive work.
• Good judgment and a calm, focused approach when working under pressure or during busy testing periods.
• Curiosity and a strong learning mindset, with openness to feedback and the ability to build knowledge progressively.
• An improvement-oriented approach and willingness to identify opportunities to make processes clearer, simpler, and more reliable.
• Ability to collaborate effectively in a fully remote, distributed team and build productive relationships across functions.
• Canadian residency and the ability to work legally in Canada are required.

Benefits:

• Competitive salary: $60,000–$70,000 CAD annually, with final offers reflecting experience, scope, market alignment, and internal equity.
• Professional development: $3,000 annual learning budget to support skills development and career growth.
• Equity participation: Employee stock options providing an opportunity to share in the value created.
• Remote-first flexibility: Fully remote work from anywhere in Canada, with the opportunity to work internationally for up to six weeks per year.
• Generous time off: Self-directed vacation, with most team members taking approximately 4–6 weeks annually.
• Additional paid time off: Monthly collective days off plus a two-week company-wide closure each December.
• Health coverage: Comprehensive health benefits available from day one for employees and dependents.
• Retirement support: 2% GRSP matching program.
• Parental support: 16-week parental leave top-up beyond EI, available to all parents.
• Inclusive environment: A remote, people-focused culture built around trust, autonomy, flexibility, thoughtful communication, and sustainable ways of working.
• Growth opportunities: Exposure to evolving assessment products, cross-functional collaboration, and opportunities to expand operational expertise over time.