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Customer Support Lead - Quality Assurance



Customer Service, Quality Assurance
United States · San Francisco, CA, USA · Portland, OR, USA · New York, NY, USA · Portland, OR, USA · San Francisco, CA, USA · Canada · Remote
Posted on Thursday, June 13, 2024

Mercury is working to turn banking* into something like magic for a really wide range of startup businesses. A key piece of the magic we’ve built thus far has been smart, product-driven support, and we’d like to add a thoughtful lead to the team to help us continuously augment our support experience as we scale quickly.

You’ll focus on managing your own small cohort of QA analysts, while working on impactful projects to improve the efficiency and effectiveness of the support team as a whole. You’ll also be working closely with our engineering, design, business operations, and compliance teams to improve our product and general customer-facing processes.

We have 200,000+ businesses on Mercury and are growing every day, so you’ll need to understand how to create durable processes and tools that work at scale. And while users might think we have a beautifully simple product, there’s quite a bit of complexity under the hood. The US banking system isn’t easy to interface with, so you’ll need to be extremely competent in solving fairly technical issues, and have the ability to mentor others on how

*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group and Evolve Bank & Trust®; Members FDIC.

Here are some specific things you’ll do on the job:

  • Help build up the foundations of a world-class CX Quality Assurance program, beginning with vendor analysis and implementation of a QA software, routine analysis of QA data to spot trends and gaps, and expanding into a comprehensive QA strategy for the CS organization that aligns with the company’s objectives and goals
  • Evolve quality standards for the CS team as the business grows - adapting for new channels, new or changing requirements, new tools, etc.
  • Lead a small team of QA analysts, managing performance while fostering a team culture of support, excellence and accountability
  • Be a key partner in the overall CS experience strategy, ensuring that our programs, initiatives and outputs are meeting our high standards

You should:

  • Have 2+ years of experience directly managing people
  • Have 3+ years of experience in a Quality Assurance environment
  • Have 4 - 8 years of experience in Customer Experience (CX) organizations
  • Have demonstrated program management experience and autonomously building Quality Assurance programs, driving decision-making and consensus, managing multiple stakeholders, executing projects, and rolling out processes from the ground up
  • Be comfortable navigating and managing change in a quickly growing, dynamic environment
  • Have a bias for action but be comfortable adapting and iterating as needed
  • Enjoy leading, managing and coaching a team of individuals
  • Be familiar with QA tools (e.g. Maestro, Klaus)
  • Bonus: Have experience with Zendesk and are well versed in Excel/Sheets

The total rewards package at Mercury includes base salary, equity (stock options), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

  • US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $115,400 - $144,200 USD
  • US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $103,900 - $129,800 USD
  • Canadian employees (any location): CAD $105,000 - $131,200

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.