Senior Customer Support Quality Analyst, Mercury
CA$81.7-113.5k
US rates is dependent on location. Canada rates: $85,800 - $107,300 (CAD). Ireland rates: €58,700 - €73,400 (EUR). Offers equity
Banking services for startups and small businesses
Be an early applicant
Banking services for startups and small businesses
1001+ employees
Be an early applicant
CA$81.7-113.5k
US rates is dependent on location. Canada rates: $85,800 - $107,300 (CAD). Ireland rates: €58,700 - €73,400 (EUR). Offers equity
1001+ employees
Company mission
To make scaling tech companies simpler with a personalized banking stack for startups, and power the next generation of companies that will shape the American industry.
Role
Who you are
- 2–4+ years of experience in Quality Assurance or a related Customer Experience role, ideally in a fast-paced, operationally complex, or regulated environment
- Strong quality judgment and systems thinking: You can evaluate how work is done — not just outcomes — and identify patterns, root causes, and opportunities for improvement across people, processes, and tooling
- Insight generation and problem-solving skills: You’re able to investigate open-ended questions using QA data, qualitative examples, and AI-assisted analysis, translating patterns into clear, actionable recommendations that support coaching and operational improvement
- Cross-functional communication and influence: You build trust across teams, communicate insights clearly, surface risks and gaps proactively, and help stakeholders align on actions and move improvement efforts forward through strong follow-through and coordination
- Ownership, adaptability, and continuous improvement mindset: You operate effectively in evolving environments, move ideas into action with minimal guidance, and proactively identify ways to improve systems, workflows, and quality practices over time
- AI-assisted quality tooling experience: Experience using AI-assisted analysis tools (such as Rippit, Claude, or similar platforms) to investigate customer interactions, identify meaningful patterns, and support operational decision-making. Curiosity and experience refining prompts or queries to improve signal quality and reduce noise is highly valued
What the job involves
- Mercury is evolving how we think about Quality — moving from a primarily scorecard-based model toward an insights-driven, coaching-focused approach that helps teams learn, improve, and scale responsibly
- We're looking for a Senior Quality Analyst to join us during this evolution
- This role sits at the intersection of quality expertise, AI-assisted analysis, and cross-functional partnership—supporting compliance and integrity work while helping us leverage AI to better understand customer interactions at scale and translate those insights into meaningful improvements
- Drive quality consistency and operational integrity: Review customer interactions to assess compliance, risk, and quality standards, applying strong judgment in ambiguous or edge-case scenarios. Lead and contribute to calibration efforts that strengthen fairness, alignment, and consistency across quality evaluations
- Deliver behavior-based quality insights: Provide thoughtful, actionable feedback on customer interactions, identifying strengths, opportunities, and recurring behaviors that support coaching, skill development, and performance improvement
- Investigate patterns and uncover meaningful signals at scale: Leverage AI-assisted tools, QA data, and qualitative analysis to identify recurring behaviors, risks, and opportunity areas across large volumes of customer interactions, surfacing trends that would be difficult to identify through manual review alone
- Connect insights to root causes and operational improvements: Distinguish between agent behavior, process gaps, and product or tooling issues to identify root causes and translate findings into actionable recommendations for quality processes, workflows, and customer experience improvements
- Translate insights into coaching and cross-functional action: Synthesize patterns and signals into clear, actionable guidance for Leadership, Enablement, and cross-functional partners, helping drive follow-through and measurable improvements across support operations
- Contribute to the evolution of the Quality model: Support experimentation, iterative improvement, and new approaches to understanding customer interactions at scale as Mercury continues evolving toward a more insights-driven, AI-assisted Quality function
Our take
Frustrated by the archaic, fee-laden banking services offered to entrepreneurs, the founders of Mercury set out to create a better solution. They envisioned a platform that was dynamic, tech-driven, and free from unnecessary fees.
Mercury delivers on this vision by automating business payment processes, offering FDIC-insured accounts, and providing full API access, empowering entrepreneurs with greater control and efficiency. This approach stands in stark contrast to traditional startup banking, which often burdens young businesses with high fees and limited functionality.
By prioritizing user experience and offering a free service tier, Mercury has attracted over 200,000 businesses and, off the back of a $300 million Series C round, achieved a $5.2B valuation as of 2026. As a rising unicorn in the stagnant world of startup banking, Mercury is poised for continued growth, constantly adding new features and expanding its team to further disrupt the industry.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
50% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2026
$200m
SERIES D
Mar 2025
$300m
SERIES C
Total funding: $650.9m
Company benefits
- Health, dental, & vision
- 12+ weeks of paid parental leave
- $600 USD custom WFH equipment setup
- Unlimited vacation policy (with a mandatory minimum)
- Annual $1K learning & development budget
- Paid 6-week sabbatical after the 5-year mark
- Weekly $100 food budget
- Monthly $100 wellness budget
- Monthly $50 cellphone reimbursement
- Pet-friendly offices with free tea and beverages, plus lunch and snacks
- Unlimited vacation policy (with a mandatory minimum)
- Retirement matching up to 4% of base salary (401K/RRSP)
- Inclusive fertility, hormonal health, and family-forming benefits through Carrot Fertility
Company HQ
SoMa, San Francisco, CA
Leadership
Jason Zhang
(Co-Founder & COO)Jason graduated from Stanford University with a Bachelor of Science in Biology before spending over 4 years at Heyzap in Business Development.
Immad Akhund
(Co-Founder & CEO)Immad graduated from the University of Cambridge with a Masters in Computer Science. He then worked as a Software Developer at Aquila and Bloomberg. He also founded Clickpass and Heyzap, and was a Part-time Partner at Y Combinator.
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