Customer Support Quality Analyst, Mercury

$81.7-102.2k

Actual salary range is dependent on location. The total rewards package at Mercury includes base salary, equity (stock options). Canadian employees salary range (any location): CAD $85,800 - $96,600

Junior and Mid level

Remote in Canada, US

New York

San Francisco Bay Area

Banking services for startups

Be an early applicant

Banking services for startups

501-1000 employees

FintechB2BBankingFinancial Services

Be an early applicant

$81.7-102.2k

Actual salary range is dependent on location. The total rewards package at Mercury includes base salary, equity (stock options). Canadian employees salary range (any location): CAD $85,800 - $96,600

Junior and Mid level

Remote in Canada, US

New York

San Francisco Bay Area

501-1000 employees

FintechB2BBankingFinancial Services

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.

Job

Company

Role

Who you are

Have 2+ years of experience in a Quality Assurance environment
Be a highly motivated self-starter, comfortable working within a fast-paced environment
Enjoy solving complex problems and be comfortable challenging existing ideas and flagging potential issues and opportunities
Work efficiently and independently, while knowing when to ask for help and collaborate
Demonstrate an emphasis on quality, accuracy, and detailed documentation in your daily work
Have experience driving improvements to internal and external processes and products, whether in a formal QA role or through other opportunities
Have superb written communication skills, particularly for providing clear and actionable feedback
Comfortably balance crafting feedback that shares constructive opportunities, celebrates work well done, and accounts for the needs of the person receiving it
Be curious and willing to learn about the US banking system, startups, and ecommerce companies
Be adaptable and eager to grow, with a passion for championing quality

What the job involves

Mercury is working to turn banking* into something like magic for a wide range of startup businesses
A key part of that magic is our thoughtful, product-driven support, and we’re looking for a Quality Analyst to help us elevate the customer experience as we scale
As a Quality Analyst, you’ll focus on reviewing customer interactions across email, phone, and messaging to assess solution effectiveness, technical accuracy, tone and empathy, and adherence to policies and procedures
Beyond assessments, you’ll play an active role in developing and refining quality control processes, improving training materials and knowledge resources, and collaborating with cross-functional teams to enhance our product and customer-facing processes
With 200,000+ businesses on Mercury and growing daily, we need thoughtful, scalable approaches to quality
In this role, you’ll use data and quality insights to spot trends, recommend improvements, and help strengthen our support team’s effectiveness
Our product may feel beautifully simple, but there’s complexity under the hood — so a solid understanding of customer support best practices, quality assurance, and problem-solving will be key to success
Perform regular quality assessments for the Customer Support team to ensure compliance with current policies and procedures
Propose, contribute to, and support quality-related projects within the Customer Support team
Provide feedback and recommendations to improve Customer Support Specialists’ performance on both an individual and team-wide level
Collaborate on QA reporting and assist in maintaining QA procedures and process documentation
Help monitor and analyze QA data to identify trends, anomalies, process gaps, and areas for improvement
Participate in regular calibration sessions to align on quality standards and ensure consistency in feedback and scoring
Bring creative perspectives and innovative ideas to explore and evolve quality methods
Collaborate cross-functionally with leadership, partners, and key stakeholders to drive alignment and elevate quality initiatives
Be part of an evolving quality team, embracing change and shaping the future of our approach to quality and development

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 100,000 businesses and achieved a $1B valuation in 2021. 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

Top investors

50% employee growth in 12 months

Glassdoor (4.5)

Trustpilot (3.9)

Company

Funding (last 2 of 4 rounds)

Jul 2021

$120m

SERIES B

Sep 2019

$20m

SERIES A

Total funding: $150.9m

Company benefits

Health, dental, & vision
12+ weeks of paid parental leave
$600 USD custom WFH equipment setup
Unlimited vacation policy (with a mandatory minimum)
Retirement matching up to 4% of base salary (401k/RRSP)
Paid 6-week sabbatical after the 5-year mark
Annual $1K USD learning & development budget
Unlimited book budget
Weekly $100 USD food budget
Monthly $100 USD wellness budget
Monthly $50 USD cellphone reimbursement
Pet-friendly offices with free tea & lunch

Company HQ

SoMa, San Francisco, CA

Leadership

Jason Zhang

(COO)

Studied Biology at Stanford before spending over 4 years at Heyzap in Business Development.

Immad Akhund

(CEO)

Graduated from the University of Cambridge, then worked as a Software Developer at Aquila and Bloomberg. Also founded Clickpass and Heyzap, and was a Part-time Partner at Y Combinator.

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