Customer Service Manager

About Tensec

Founded in 2023, Tensec is a global fintech that simplifies international transactions for businesses, offering seamless, secure, and cost-effective payment products and solutions, including by giving them access to cross-border payments and FX operations 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 New York, Palo Alto, Sao Paulo and Mexico City.  We are funded by top venture capital firms such as Costanoa Ventures, Montage Ventures, Quiet Capital, Ignia Partners, Endeavor and Cambrian Ventures.

About the role:

Tensec is looking for an experienced Manager of Customer Service Operations

to build our customer service platform, oversee its strategic and day-to-day activities, ensure efficient processes for the global operational aspects of international payment transactions and foreign exchange (FX) activities between the U.S., Mexico and Brazil, excellent customer experiences, and alignment with business goals. This role is both operational and managerial, focusing on optimizing workflows, developing teams, and driving customer satisfaction.

As one of our first team members, you will not just be an employee but a cornerstone of our company. This strategic role reports to the Chief Operating Officer and requires excellent interpersonal, troubleshooting and management skills to ensure seamless and secure cross-border payment processes. ​​The Manager of Customer Service Operations will be responsible for establishing operational processes, implementing support systems and content, and ensuring an exceptional customer experience for Tensec clients. This role involves building and managing a scalable, efficient infrastructure for customer support operations across multiple countries and languages leveraging Zendesk as the primary CRM tool. 

Key Responsibilities:

1. Customer Service and Support:

   • Ensure exceptional customer service by addressing client inquiries promptly and provide high-quality support for cross-border payment and FX services.

   • Provide tailored solutions and proactively address potential problems before they escalate. Offer personalized advice on Tensec’s products and services based on the customer’s specific needs.

   • Build and maintain long-term relationships with new and key Tensec customers by understanding their goals, preferences, and concerns.

   • Coordinate with internal stakeholders as needed to ensure timely resolution and customer satisfaction related to complex payment issues.
     

2. Zendesk Implementation

   • Lead the deployment of Zendesk as the CRM platform across three existing and future jurisdictions, ensuring seamless integration with existing systems (e.g., proprietary operational platform, ticketing and communication tools, external compliance vendors).

   • Configure Zendesk to support workflows in English, Spanish, and Portuguese, including templates, chatbots, and automated responses.

   • Set up ticketing, escalation pathways, and customer support workflows tailored to regional user experience and needs.
     

3. Process Design and Optimization

   • Develop and document standard operating procedures (SOPs) for Zendesk usage by customer service teams.

   • Optimize workflows to enhance efficiency, reduce response times, and improve customer satisfaction.

   • Implement automation tools, as macros and triggers, to streamline repetitive tasks.

   • Collaborate with Product and Engineering teams to pinpoint repetitive, time-consuming, or error-prone tasks that could be solved by AI technology, such as natural language processing or predictive analytics, robotic process automation or AI-driven dashboards.

   • Identify data sources (e.g., CRM systems, spreadsheets, or logs) and supply clean, annotated datasets for training AI models.

   • Provide ongoing feedback on the AI’s performance during the training phase and drive implementation and adoption on a global basis.
     

4. Team Building, Customer Enablement and Training

   • Hire and train local operational and customer service teams in Brazil, and Mexico on customer service usage, best practices, and workflows.

   • Develop multilingual training materials and resources to ensure consistency across regions.

   • Train new and key Tensec customers and partners on operational processes.

   • Serve as a point of escalation for customer service issues during and after implementation.
     

5. Data and Reporting

• Define and monitor key performance indicators (KPIs) to measure the success of the implementation of the customer service function (e.g., CSAT, FRT, ticket resolution time).

• Use analytics to provide actionable insights and identify areas for improvement, including by building AI-powered products to mitigate operational inefficiencies.

• Collaborate with global and local leadership and Product teams to align CRM reporting with business goals.

6. Collaboration and Cross-Functional Alignment

• Partner with Product, Engineering and local business business and operations teams to ensure the smooth technical implementation of global tools, solutions and workflows.

• Liaise with regional business and operational leads to align platform configuration with local needs and customer expectations.

• Work with compliance and legal teams to ensure data privacy and regulatory adherence in each jurisdiction.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or a related field.

• 5-8 years of operational management and customer service experience, with a focus on CRM implementation, customer support, and system integrations.

• Proven experience deploying and optimizing Zendesk in a multinational, multilingual environment.

• Excellent communication skills in English, Spanish and Portuguese.

• Background in financial services, fintech, or cross-border payments and operations is a strong plus.

Skills:

• Expertise in Zendesk configuration, including workflows, automation, and reporting. 

• Ability to work under pressure and meet tight deadlines.

• Strong project management skills with the ability to manage timelines and deliverables across regions. 

• Customer-focused with a commitment to providing high-quality service.

• Analytical mindset with the ability to use data for process optimization and decision-making.

• Exceptional problem-solving skills and a proactive, detail-oriented approach.

Work Environment:

• This role may require occasional travel to Mexico and Brazil.

• Ability to work flexible hours to accommodate different time zones.

Benefits:

• In the U.S., we comply with the Equal Pay for Equal Work Act, and our rewards philosophy includes fair, equitable, geo-based compensation that is performance- and potential-based. Our compensation packages are competitive based on robust market research and are a combination of a cash salary, equity, and benefits. 

• Equity options: As our first Manager of Customer Success Operations, you'll have a stake in our future success.

• Tensec is a developmental organization. We are organized around the simple but radical conviction that we will best prosper as a company when we are collectively aligned with our people’s professional growth, and we weave our people’s development into the daily fabric of our operations. We will invest and expect you to dedicate time to coach, mentor and be mentored and to technical subjects and courses of use to your professional growth. 

• Paid time off every year, which we also highly encourage you to take.

• Medical, dental, and vision plans.

• Mental health coverage.

• Stipend to use towards your personal professional development.

• Volunteer days and opportunities. 

• Team meetups and events.

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. We do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other characteristics protected by US federal state or local laws, or the laws of the country or jurisdiction where you work. 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).

How to Apply:

Interested candidates should submit their resume here or can send an introductory email outlining their qualifications and experience related to this role to recruiting@tensec.io.