Associate Deployment Strategist

Summary

Join TRM Labs as an Associate Deployment Strategist and be a frontline champion of our mission, supporting customers from onboarding through complex investigations. You will focus on support operations and first-response triage while owning key customer relationships. This role requires managing customer support workflows, serving as the first responder for complex inquiries, delivering value-driven support to major financial institutions and law enforcement agencies, conducting product troubleshooting and training, monitoring customer usage trends, and capturing insights to improve processes. You will also own a subset of customer accounts, ensuring consistent engagement and responsiveness, and collaborate with cross-functional teams to scale and improve the support model. The ideal candidate thrives in high-urgency environments, enjoys customer interaction and cross-functional collaboration. This position offers the opportunity to make a meaningful impact in a fast-paced, mission-driven environment.

Requirements

• 3+ years of experience in a customer-facing role, ideally combining support operations, customer success, or technical troubleshooting in either the private or public sector (e.g., law enforcement)
• Prior experience managing and working within a helpdesk or ticketing system such as Intercom, Zendesk, or Salesforce
• High empathy, a strong sense of urgency, and a genuine motivation to help users succeed
• Excellent written and verbal communication skills, with the ability to simplify complex topics for both technical and non-technical audiences
• Familiarity with blockchain technology and investigative workflows—or a demonstrated eagerness to learn
• Strong attention to detail and organizational skills, with the ability to manage multiple threads of communication and follow-ups simultaneously
• A collaborative mindset and the ability to work fluidly across cross-functional teams in fast-paced environments
• Willingness to travel occasionally for in-person meetings or industry events

Responsibilities

• Own and manage TRM’s customer support workflows via our ticketing system (e.g., Intercom), ensuring timely queue monitoring, resolution, and appropriate escalation to internal teams
• Serve as the first responder for complex inbound support inquiries—resolving directly when possible and collaborating with Deployment, Solutions Engineering, or Product teams for deeper issues
• Deliver value-driven support to some of the largest financial institutions, cryptocurrency exchanges, and federal/state law enforcement agencies worldwide
• Conduct live product troubleshooting, provide detailed responses to technical and investigative questions, and facilitate product training sessions
• Monitor customer usage trends and proactively deliver guidance and support to drive engagement and unblock challenges
• Capture insights from support interactions to feed back into internal product and documentation loops and improve team processes
• Own a subset of customer accounts—particularly those with frequent support needs—ensuring consistent engagement, value delivery, and a high standard of responsiveness
• Collaborate with Customer Success, Engineering, and Intelligence teams to continuously scale and improve our support model
• Help ensure that customers are maximizing their use of TRM tools and are equipped to navigate future investigations or challenges with confidence
• Real-Time Alerts: You’ll triage and respond to customer questions during time-sensitive events such as sanctions updates or platform changes
• Fast Trace Validations: You’ll partner closely with internal teams to validate traces and deliver answers within hours—not days
• 24-Hour Coverage Participation: You’ll take part in rotational support shifts that maintain our always-on global presence

Benefits

• The estimated base salary range for this role is $104,000 – $121,000
• Additionally, this role may be eligible to participate in TRM’s equity plan
• PTO, Holidays, and Parental Leave for full time employees
• Remote-first company