Associate Deployment Strategist

TRM Labs is a blockchain intelligence company committed to fighting crime and creating a safer world. The Associate Deployment Strategist will provide deep operational support to customers, working with the largest financial institutions and law enforcement agencies throughout the world. The role will focus on real-time customer support operations, first-response triage, and owning a portfolio of customer relationships.

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.

Benefits

• Generous benefits, including PTO, Holidays, and Parental Leave for full-time employees.
• Real-Time Alerts: Triage and respond to customer questions during time-sensitive events like sanctions updates or major platform changes.
• Fast Trace Validations: Work alongside internal teams to rapidly validate traces and respond to urgent customer needs within hours.
• 24-Hour Coverage Participation: Contribute to our support shifts and rotations, ensuring we maintain a global, always-on customer presence.