Black Lion Consulting

Customer Support

• Manage end-to-end customer service for Tensec’s payments and foreign exchange clients, ensuring the rapid, high-quality resolution of complex issues
• Administer the Zendesk platform for customer service operations in Brazil, including workflows, macros, escalation paths, and templates in Portuguese and English
• Develop and maintain SOPs for customer service and operational workflows
• Drive automation to reduce response times and manual work
• Manage day-to-day banking relationships in Brazil, including PIX/SPI and TED settlement flows and account operations
• Make operational decisions regarding what Tensec can and cannot support for a client or transaction, taking operational and compliance constraints into account
• Serve as a fluent English-speaking bridge between the Brazil team and Tensec’s global stakeholders
• Collaborate with Product, Engineering, and Compliance to align tools, reporting, and AI-driven improvements with business objectives

Customer Service, Operations Manager