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

3. 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

Skills:

• Expertise in Zendesk configuration, including workflows, automation, and reporting.

• Ability to work under pressure and meet tight deadlines.

• Strong project management skills with the ability to manage timelines and deliverables across regions.

• Customer-focused with a commitment to providing high-quality service.

• Analytical mindset with the ability to use data for process optimization and decision-making.

• Exceptional problem-solving skills and a proactive, detail-oriented approach.

Work Environment:

• This role may require occasional travel to Mexico and Brazil.

• Ability to work flexible hours to accommodate different time zones.

Benefits:

• In the U.S., we comply with the Equal Pay for Equal Work Act, and our rewards philosophy includes fair, equitable, geo-based compensation that is performance- and potential-based. Our compensation packages are competitive based on robust market research and are a combination of a cash salary, equity, and benefits.

• Equity options: As our first Manager of Technical Operations & Customer Enablement, you'll have a stake in our future success.

• Tensec is a developmental organization. We are organized around the simple but radical conviction that we will best prosper as a company when we are collectively aligned with our people’s professional growth, and we weave our people’s development into the daily fabric of our operations. We will invest and expect you to dedicate time to coach, mentor and be mentored and to technical subjects and courses of use to your professional growth.

• Paid time off every year.

• Medical, dental, and vision plans.

• Mental health coverage.

• Stipend to use towards your personal professional development.

• Volunteer days and opportunities.

• Team meetups and events.

Tensec is a diverse and inclusive company committed to growing a diverse and inclusive team. We invite people of all backgrounds and identities to apply. We do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other characteristics protected by US federal state or local laws, or the laws of the country or jurisdiction where you work. Additionally, we encourage everyone to share which pronouns you wish for us to use when addressing you (i.e., she/her, he/him, they/them).

How to Apply:

Interested candidates should submit their resume and introductory email outlining their qualifications and experience related to this role to [email protected].

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.