Customer Service, Operations Manager

Black Lion Consulting

. Manage end-to-end customer service for Tensec’s payments and foreign exchange clients, ensuring the rapid, high-quality resolution of complex issues .

Posted 9/25/2026full-timeSão Paulo • BrazilSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer service operations for payments and foreign exchange, with a strong focus on compliance and operational efficiency. Proficient in Zendesk administration and fluent in Portuguese and English, facilitating effective communication across teams.

Highest-signal resume keywords

Customer Service ManagementZendesk AdministrationForeign Exchange KnowledgeCompliance UnderstandingPeople Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service OperationsForeign Exchange TransactionsSOP DevelopmentOperational Decision-MakingBanking Relationship ManagementAutomation ImplementationCross-Border PaymentsFinancial OperationsNegotiation SkillsCompliance Reporting

Soft Skills

Clear CommunicationTeam LeadershipAutonomous Operation

Tools & Technologies

Zendesk

Industry Keywords

PaymentsForeign ExchangeFintechCentral Bank of BrazilPIXSPITED Settlement

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Direct experience managing a customer service function
Strong knowledge of foreign exchange and transactions, including the types defined by the Central Bank of Brazil for cross-border operations
Solid understanding of compliance requirements and reporting obligations for payments and foreign exchange in Brazil
Hands-on Zendesk experience preferred, including leading implementation for customer service operations in Brazil
7 years of experience in financial operations, banking, or customer service within cross-border payments, foreign exchange, or fintech
2 years of people management or team leadership experience
Ability to negotiate with banks and clients, clearly communicating what is and is not possible
Fluent in Portuguese and professionally proficient in English
Comfortable operating at a senior, autonomous level, with responsibility for managing at least one direct report

Benefits

Comp & perks

Competitive salary
Health insurance
Meal voucher
Paid vacation and local holidays
Learning and development budget
Hybrid work model, with three days per week in the São Paulo office