Finance and Customer Operations Manager

Tensec; Brasil; Híbrido; BRL 180 000 - 300 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Meal vouchers

Paid time off and local holidays

Learning and development budget

Resumo da oferta

Tensec is hiring a Finance and Customer Operations Manager to lead financial and customer operations for its Brazil business. You will own customer service, operations, and banking relations, ensuring compliant and efficient cross-border payments and FX processes.

In this role, you will bridge the Brazil team with global stakeholders, manage Zendesk, and drive SOPs and automation to improve response times and accuracy. Hybrid work in Sao Paulo, 3 days onsite.

Qualificações

• 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.
• Fluent Portuguese and fluent, professional English.
• Senior, autonomous professional with at least one direct report.
• Direct experience managing a customer support function.
• Strong FX and transaction knowledge per Brazil's Central Bank definitions.
• Solid understanding of compliance reporting obligations for cross-border FX in Brazil.
• Hands-on Zendesk experience preferred.
• The ability to push back with banks and clients when needed.

Responsabilidades

• Manage end-to-end customer service and support for cross-border payment and FX clients.
• Manage Zendesk platform for Brazil’s customer service operations in Portuguese and English.
• Develop and maintain SOPs for customer service and operational workflows; drive automation.
• Operate Brazil banking relationships, including settlement flows and account operations.
• Make and stand behind operational calls on what can be committed to for clients/transactions.
• Act as the English-fluent bridge between Brazil and global stakeholders.
• Partner with Product, Engineering, and Compliance on tooling, reporting, and AI-driven improvements.
• Direct experience managing a customer support function.

Conhecimentos

7+ years of experience in financial/BN

2+ years managing people

Fluent Portuguese

Fluent English

Senior autonomous leadership

Zendesk experience

Cross-border payments/FX knowledge

Compliance requirements knowledge

Bank relationships/operational mindset

Ferramentas

Zendesk

Descrição da oferta de emprego

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 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
• 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.