Tensec

Customer Care and Payment Operations Manager

Sao Paulo, Remote. Posted 2 months ago

The role

You will run customer care and day-to-day FX and cross-border payment operations for Tensec's Brazil business. You will lead a small team, manage bank relationships, and own the customer support workflows in Portuguese and English.

What you will do

  • Own end-to-end support for B2B commercial FX and cross-border payment clients.
  • Run omnichannel support in Portuguese and English via email, WhatsApp, and phone.
  • Handle escalations and investigate issues in the systems.
  • Use voice of the customer and operational data to improve customer experience.
  • Lead and develop the team through feedback, coaching, and quality monitoring.
  • Run day-to-day banking partner management in Brazil including PIX/SPI and TED settlement.
  • Investigate payment and settlement exceptions and hold banking partners accountable.
  • Apply Banco Central do Brasil FX purpose classification codes.
  • Coordinate operational inputs for regulatory reporting with Compliance and banking partners.
  • Write and maintain SOPs for customer support and payment operations.

Required qualifications

  • 7+ years in financial operations, banking operations, or customer support within FX, cross-border payments or fintech.
  • 2+ years managing people.
  • Direct experience running a support function, including escalations and process change.
  • Working knowledge of commercial FX (câmbio comercial), Banco Central do Brasil FX classification, and Brazil's operational reporting obligations.
  • Hands-on experience with settlement and bank reconciliation (PIX/SPI, TED, SWIFT).
  • Fluent Portuguese and fluent, professional English, written and spoken.

Nice to have

  • Hands-on Zendesk implementation or administration (or similar: Salesforce Service Cloud, Freshdesk, Intercom).
  • Experience at an FX brokerage (corretora de câmbio), FX bank, or cross-border payments fintech.
  • Experience serving foreign trade (comex) or logistics clients.

Benefits

  • Competitive base salary
  • Vale-refeição/alimentação (meal/food voucher)
  • Plano de saúde (health insurance)
  • Paid time off and local statutory holidays
  • Learning and development budget

About the company

Tensec is Vertical AI for cross-border trade. They are building an agentic AI layer for companies to move money and goods flows.