Finance and Customer Operations Manager

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.

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.

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

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.