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 mode