Test Operations Associate (Casper)

Acuity Insights

9d • Remote

About The Position

The Test Operations Associate helps run the operation supporting Test Support Agents (TSAs) during live Casper tests. The role involves collecting TSA availability and training information, building rosters, coordinating coverage, supporting TSAs, tracking shifts and hours, reviewing invoices and payment information, and partnering with Finance to ensure accurate and timely payments. The associate will be trained to lead live test sessions, first shadowing experienced teammates and then taking on tests independently. As operational knowledge grows, the role takes on more complex rostering and resourcing decisions, contributes to TSA onboarding and training, and identifies capacity and support needs.

The role also contributes to improving operational processes through thoughtful use of AI, automation, and other tools. The associate will first learn existing workflows, then help simplify recurring work, reduce manual steps, organize information, and develop scalable processes. The position is fully remote and open to candidates anywhere in Australia. It is part of a small Operations - Support team across Australia and Canada, with regular cross-time-zone collaboration and flexibility to start earlier or finish later for Canadian teammates and live tests. The role reports to the Manager, Support.

Requirements

• Be based in Australia and have the right to work in Australia.
• Be organized, dependable, and able to manage recurring responsibilities and follow through on details.
• Notice discrepancies or missing information, investigate them, and work toward solutions.
• Use judgment to understand processes and make decisions when answers are not covered by a checklist.
• Communicate clearly and thoughtfully and support other people in doing their work well.
• Learn and adapt quickly, ask useful questions, apply feedback, and become more independent as knowledge grows.
• Be comfortable working with numbers, spreadsheets, and information that needs to be accurate.
• Have flexibility to start earlier or finish later to collaborate across time zones and lead live tests.

Nice To Haves

• Experience coordinating rosters, schedules, events, staffing, logistics, or other work with many moving parts.
• Experience working with spreadsheets, numbers, payments, invoices, or accuracy-sensitive information.
• Experience supporting customers, contractors, employees, students, or others who rely on clear information and follow-through.
• Experience working across multiple systems or tools and keeping information organized between them.
• Experience improving recurring processes, documenting better ways of working, or reducing unnecessary manual work.
• Experience using AI to solve real problems, organize or analyze information, automate repetitive work, or improve workflows, with the ability to explain what worked and where personal judgment mattered.
• Experience with workforce rostering, contractor operations, live events, test delivery, or higher education.

Responsibilities

• Gather TSA availability, maintain information about training and capabilities, build rosters for upcoming tests, and coordinate additional coverage when plans change.
• Support TSAs by answering questions, helping with shift issues, keeping communications and information clear and current, and helping people prepare for their work.
• Contribute to onboarding and training new TSAs and help identify capacity, training, and support needs.
• Track shifts and hours, review payment information and invoices, and work with Finance to ensure TSA payments are accurate and timely.
• Train to lead Casper test sessions by coordinating TSAs, monitoring progress, answering questions, and helping the team respond to unexpected events.
• Identify and improve recurring operational processes using AI, automation, and other tools, including work related to availability, rostering, payments, information access, and workflows.
• Share operational feedback with Product and Engineering to help improve tools, workflows, and products supporting test delivery.
• Coordinate with Customer Success, Operations, Finance, TSAs, and the broader Support team to support test schedules and live test delivery.

Benefits

• 12% employer superannuation contribution through Deel.
• $3,000 AUD annually for professional and personal development.
• Eligibility to participate in Acuity Insights’ Employee Share Option Plan, with grants based on role and level.
• Annual leave entitlement, flexibility to take additional time off when needed, monthly Acuity Days, and a two-week company-wide closure each December.
• Access to private health insurance or an allowance to support mental health and wellbeing; availability and terms are confirmed during the offer and Deel onboarding process.
• Remote work from Australia with company-provided tools and hardware.
• Up to $150 AUD per month toward a co-working space where needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed