Associate Deployment Strategist

Summary

Join TRM Labs' Deployment Strategist team as an Associate Deployment Strategist and provide deep operational support to ensure timely, accurate, and high-quality assistance to customers. You will manage customer support workflows, serve as a first responder for complex inquiries, deliver product training and troubleshooting, maintain a pulse on customer usage trends, and own a subset of customer relationships. The role involves collaborating with various teams to improve support quality and scalability. You will work with major financial institutions and law enforcement agencies globally. This position requires strong customer-facing experience, technical troubleshooting skills, and familiarity with ticketing systems. The role offers opportunities for professional development and is part of a fast-paced, mission-driven team.

Requirements

• 3+ years of experience in a customer-facing role, ideally combining support operations, customer success, or technical troubleshooting in the Private or Public Sector (e.g., Law Enforcement)
• Comfortable working in and managing a ticketing or helpdesk platform (e.g., Intercom, Zendesk, Salesforce)
• High empathy and responsiveness, genuinely motivated to help customers succeed and get unblocked quickly
• Excellent communication skills with the ability to simplify complex topics for both technical and non-technical users
• Familiarity with blockchain technology and investigative workflows, or strong willingness to learn
• Meticulous attention to detail and ability to work across multiple active threads with clarity and accountability
• Experience working in fast-paced environments and adapting to shifting priorities fluidly
• Strong internal collaboration skills—you thrive when working across product, engineering, and peer CS teams
• Willingness to travel domestically for occasional in-person meetings or events

Responsibilities

• Own and manage customer support workflows via TRM’s ticketing system (e.g., Intercom), monitoring queues, ensuring timely resolution, and escalating to internal teams as needed
• You will work with the largest FIs, Crypto Exchanges, State and Federal law enforcement agencies every day. Providing value to them while be looked to for advice
• Serve as a first responder for complex inbound inquiries resolving directly where possible or collaborating with Deployment, Solutions Engineering, or Product teams for deeper issues
• Deliver product training, live troubleshooting, and detailed responses to customer questions across technical and investigative workflows
• Maintain a pulse on customer usage trends, providing proactive guidance and support interventions
• Capture insights from support interactions to inform product feedback loops, enhance documentation, and improve internal processes
• Own a subset of customer relationships, especially for users with more frequent support needs, ensuring they feel well-supported and heard
• Help ensure customers are receiving value from the product and are equipped to navigate future challenges confidently
• Collaborate across Customer Success, Engineering, and Intelligence teams to continuously improve support quality and scalability

Benefits

• PTO
• Holidays
• Parental Leave
• Remote work