Customer Care and Operations Manager

About Tensec Founded in 2023, Tensec is a global fintech that enables small and medium-sized businesses (SMBs) to enter global trade and thrive by giving them access to global transaction banking solutions that are user-friendly, efficient, and secure.   Tensec founders have driven startups from foundation to exit, built decacorns, and led global teams at companies such as PayPal, Credit Karma, Facebook, Goldman Sachs, Visa, Mastercard, and American Express. We're putting together a world-class team to disrupt the $50 trillion cross-border b2b financial services industry by providing SMBs the financial strength to participate and win in the global economy.   We believe that successful companies and teams are directly correlated to a company's cultural DNA. At Tensec, we make a deliberate effort to create values and foster a culture able to unleash both human and organizational potential. We strongly believe that the best business results derive from teams that have a strong identification with a mission, push themselves to the edge, and love what they do.   The Tensec team is diverse and global, with members in San Francisco, New York, Miami, Monterrey, and Sao Paulo. We are funded by top venture capital firms such as Quiet Capital, Costanoa Ventures, Coinbase Ventures, Clocktower, WillowTree, and prolific angels such as Jason Pate (Chief Strategy Officer, Plaid), Bora Chung (ex-Chief Experience Officer, Bill.com http://Bill.com and Board Member, Remitly). How we Work We move fast, debrief quickly, and expect you to own your output. This is a dynamic company, we value speed and decisiveness over process. You'll have the context you need to make good decisions, and the autonomy to make them. This role follows a hybrid model. We ask that you're in our office in Sao Paulo 3 days per week. About the Role Tensec is hiring a Finance and Customer Operations Manager to lead financial and customer operations for our Brazil business. You'll take ownership of two functions integrate the customer service and support platform that keeps our cross-border payment and FX clients running smoothly, and the bank relations and compliance reporting work that keeps our Brazil operations running cleanly with our banking partners and regulators. You will ensure customer support operations, compliance reporting, and bank relationship work in Brazil, You will be part of the team that runs Tensec's process transactions the way we promised our clients, and has the standing to push back in both directions. Managing relationships with banks when a settlement or process falls short of what Tensec needs, and being able influence banks and clients on "we can do this" or "we cannot do this" based on what's actually operationally and compliantly possible. A day in this role might mean resolving an escalated payment issue with a key customer in the morning, reviewing Zendesk ticket-resolution KPIs with your team at midday, and closing the day pushing back on a banking partner over a settlement exception while looping in Compliance on the reporting implications.This role includes operational ownership across customer experience, and bank relationships. What You'll Do - Manage end-to-end customer service and support for Tensec's cross-border payment and FX clients, ensuring prompt, high-quality resolution of complex payment issues and escalations - Manage the Zendesk platform for Brazil's customer service operations: workflows, macros, escalation paths, and templates in Portuguese and English - Develop and maintain SOPs for customer service and operational workflows, and drive automation to reduce response times and manual work - Operate Tensec's banking relationships in Brazil day-to-day, including PIX/SPI and TED settlement flows and account operations, pushing back on banks when service falls short of what Tensec needs - Make and stand behind operational calls on what Tensec can and cannot commit to for a given client or transaction, based on real operational and compliance constraints - Act as the English-fluent bridge between the Brazil team and Tensec's global stakeholders and main office on customer, bank relationship, and reporting matters - Partner with Product, Engineering, and Compliance to align tooling, reporting, and AI-driven process improvements with business goals What We're Looking For - Direct experience managing a customer support function - Strong FX and transaction knowledge, including the transaction types defined by Brazil's Central Bank (BCB) for cross-border operations, and how to classify and process them correctly - Solid understanding of compliance requirements and reporting obligations for cross-border payment and FX activity in Brazil - Preferably, hands-on Zendesk experience, you'll be heavily involved in Zendesk, including leading its implementation for the Brazil customer service function - 7+ years of experience in financial operations, banking operations, or customer service/support operations within cross-border payments, FX, or fintech - 2+ years managing people or leading a team, ideally in a customer operations or banking operations function - The standing and judgment to push back on both banking partners and clients , able to say plainly what Tensec can and cannot do, rather than defaulting to what's easiest to agree to - Fluent Portuguese and fluent, professional English, this role communicates regularly with Tensec's global stakeholders, English-speaking customers, and banking partners - Comfortable operating at a senior, largely autonomous level while carrying management responsibility for at least one direct report   Compensation, Benefits and Perks - Competitive base salary - Health insurance - Meal vouchers - Paid time off and local statutory holidays - Learning and development budget This role follows a hybrid model. We ask that you're in our Sao Paulo office 3 days per week. Additional Disclaimers Tensec is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law. Tensec is a diverse and inclusive company committed to growing a diverse and inclusive team. We invite people of all backgrounds and identities to apply. Additionally, we encourage everyone to share which pronouns you wish for us to use when addressing you (i.e., she/her, he/him, they/them). We are committed to providing reasonable accommodations for qualified individuals with disabilities. Please let your recruiter know if you require an accommodation during the application or interview process.