{"id":2145998,"url":"https://alion.io/job/tensec-customer-care-and-operations-manager","title":"Customer Care and Operations Manager","company":{"id":4893,"name":"Tensec","domain":"tensec.com","url":"https://alion.io/company/tensec","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["São Paulo, Brazil"],"countries":["BR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":45000,"max_usd":101000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":6387},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-01T19:06:33Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-20T23:18:27Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":49},"description":"About Tensec\nFounded 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.\nTensec 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.\nWe 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.\nThe 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).\nHow we Work\nWe 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.\nThis role follows a hybrid model. We ask that you're in our office in Sao Paulo 3 days per week.\nAbout the Role\nTensec 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,\nYou 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.\nA 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.\nWhat You'll Do\nManage 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\n\nManage the Zendesk platform for Brazil's customer service operations: workflows, macros, escalation paths, and templates in Portuguese and English\n\nDevelop and maintain SOPs for customer service and operational workflows, and drive automation to reduce response times and manual work\n\nOperate 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\n\nMake 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\n\nAct as the English-fluent bridge between the Brazil team and Tensec's global stakeholders and main office on customer, bank relationship, and reporting matters\n\nPartner with Product, Engineering, and Compliance to align tooling, reporting, and AI-driven process improvements with business goals\nWhat We're Looking For\n\nDirect experience managing a customer support function\n\nStrong 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\n\nSolid understanding of compliance requirements and reporting obligations for cross-border payment and FX activity in Brazil\n\nPreferably, hands-on Zendesk experience, you'll be heavily involved in Zendesk, including leading its implementation for the Brazil customer service function\n\n7+ years of experience in financial operations, banking operations, or customer service/support operations within cross-border payments, FX, or fintech\n\n2+ years managing people or leading a team, ideally in a customer operations or banking operations function\n\nThe 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\n\nFluent Portuguese and fluent, professional English, this role communicates regularly with Tensec's global stakeholders, English-speaking customers, and banking partners\n\nComfortable operating at a senior, largely autonomous level while carrying management responsibility for at least one direct report\n\nCompensation, Benefits and Perks\nCompetitive base salary\n\nHealth insurance\n\nMeal vouchers\n\nPaid time off and local statutory holidays\n\nLearning and development budget\n\nThis role follows a hybrid model. We ask that you're in our Sao Paulo office 3 days per week.\nAdditional Disclaimers\nTensec 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.\nTensec 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).\nWe 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.","description_format":"text","description_chars":6643,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Portuguese","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Health insurance"],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Payment Processing & Gateways","Factoring & Trade Finance"],"lifecycle":[{"event":"open","at":"2026-10-09T04:24:16Z"}],"visa":[],"liveness":{"score":61,"band":"ok","label":"Likely open","p_open":1,"p_active":0.814,"p_room":0.75,"age_days":48,"expected_fill_days":68,"reasons":["conf:2","win:late"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/tensec-customer-care-and-operations-manager","json_url":"https://alion.io/job/tensec-customer-care-and-operations-manager.json","meta":{"generated_at":"2026-10-21T03:01:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4512,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4893},"rest":"https://alion.io/mcp/rest/get_company?id=4893"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftensec-customer-care-and-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftensec-customer-care-and-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftensec-customer-care-and-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tensec-customer-care-and-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftensec-customer-care-and-operations-manager"}]}