Manager of Technical Operations & Customer Enablement

Location: Remote – U.S. or LATAM preferred

Reports To: Chief Operating Officer

Language Requirement: Fluent in Spanish and English

About Tensec

Tensec is a rapidly growing fintech building global transaction banking and FX infrastructure for small and medium-sized businesses. With operations in the U.S., Mexico, and Brazil, we enable businesses to send, convert, and hold money across borders with speed, security, and compliance built-in. As we scale, operational excellence and intelligent tooling are mission-critical to our success.

About the role:

We are hiring our first Manager of Technical Operations & Customer Enablement to lead the systems and workflows that power our customer onboarding, support, and compliance operations. This is a highly technical, systems-focused role where you’ll be responsible for building and maintaining internal tooling, automations, and help center content that enables our global operations to scale smoothly and compliantly.

Your work will directly improve team efficiency, customer satisfaction, and audit-readiness. You’ll partner with engineering, product, compliance, and customer support to streamline internal processes and drive a culture of enablement through documentation and smart tooling.

Location: Monterrey, Miami, São Paulo, New York or Palo Alto

Key Responsibilities:

1. Technical Operations

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

   • 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.

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

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

   • Maintain structured documentation of technical flows, exceptions, and tool configurations
     

2. Customer Enablement & Zendesk Ownership

   • 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.

   • Build and manage the Zendesk Help Center, including both customer-facing articles and internal knowledge resources

   • Document and standardize onboarding, escalation, and support processes across teams

   • Ensure internal users can access up-to-date SOPs, FAQs, and training materials to operate efficiently and compliantly

1. Process Optimization & Vendor Coordination

   • Map and improve customer and operational processes for speed, clarity, and control

   • Identify manual workflows that can be automated or standardized

   • Collaborate with vendors (e.g., onboarding/KYC partners) to ensure SLAs and integrations support operational excellence

   • Track key metrics related to onboarding time, support resolution, and process compliance

Qualifications:

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

• 5-8 years in technical operations, business systems, or CX tooling within a fintech or financial services environment

• Demonstrated success building out customer-facing or internal knowledge bases

• Systems thinker who can translate messy processes into scalable, trackable workflows

• Strong written and verbal communication in Spanish (required) and English; Portuguese is a plus.

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

• Comfortable working independently, remotely, and across time zones in a startup environment

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