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Tensec is a global fintech founded in 2023 that enables SMBs to access cross-border transaction banking solutions. The company is backed by top-tier VCs including Quiet Capital, Costanoa Ventures, and Coinbase Ventures, with a leadership team from PayPal, Credit Karma, Facebook, Goldman Sachs, Visa, and Mastercard.
You will lead financial and customer operations for Tensec's Brazil business, owning two integrated functions: customer service and support operations, and bank relations with compliance reporting. This role bridges Tensec's global team and Brazil's banking partners and regulators, ensuring smooth cross-border payment and FX operations.
Key responsibilities include managing end-to-end customer service for cross-border payment and FX clients, resolving complex payment issues and escalations. You'll manage Zendesk platform operations for Brazil, including workflows, macros, escalation paths, and templates in Portuguese and English. You'll develop and maintain SOPs for customer service and operational workflows, driving automation to reduce response times.
Operationally, you'll manage Tensec's banking relationships in Brazil day-to-day, including PIX/SPI and TED settlement flows and account operations. You'll make and stand behind operational calls on what Tensec can commit to based on real operational and compliance constraints. You'll act as the English-fluent bridge between the Brazil team and Tensec's global stakeholders on customer, bank relationship, and reporting matters. You'll partner with Product, Engineering, and Compliance to align tooling, reporting, and AI-driven improvements with business goals.
Required qualifications: 7+ years in financial operations, banking operations, or customer service/support within cross-border payments, FX, or fintech. 2+ years managing people or leading a team, ideally in customer or banking operations. Direct experience managing a customer support function. Strong FX and transaction knowledge, including Brazil's Central Bank (BCB) transaction classifications for cross-border operations. Solid understanding of compliance requirements and reporting obligations for cross-border payments and FX in Brazil. Preferably hands-on Zendesk experience. The standing and judgment to push back on banking partners and clients. Fluent Portuguese and professional English. Comfortable operating autonomously at a senior level while managing at least one direct report.
