Associate Deployment Strategist

TRM Labs is a blockchain intelligence company committed to fighting crime and creating a safer world. By leveraging blockchain data, threat intelligence, and advanced analytics, our products empower governments, financial institutions, and crypto businesses to combat illicit activity and global security threats. At TRM, you'll join a mission-driven, fast-paced team made up of experts in law enforcement, data science, engineering, and financial intelligence, tackling complex global challenges daily. Whether analyzing blockchain data, developing cutting-edge tools, or collaborating with global organizations, you'll have the opportunity to make a meaningful and lasting impact.

The Deployment Strategist team is on the front lines of the customer experience—bridging deep product expertise with exceptional operational support. As TRM continues to grow, we are expanding this function with a new role designed to scale high-quality, real-time customer support while ensuring that our users—some of the largest financial institutions and law enforcement agencies in the world—receive timely, accurate, and high-impact assistance.

As an Associate Deployment Strategist, you will focus on support operations and first-response triage while also owning a portfolio of key customer relationships. This role is ideal for someone who thrives in high-urgency environments, is energized by customer interaction, and enjoys cross-functional collaboration.

• 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.

• 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.

• Our globally distributed Customer Success team collaborates primarily between 7AM–5PM EST and communicates asynchronously by default.

• We leverage strong documentation and clear Slack communication to support alignment and efficiency across time zones.

• Deployment Strategists at TRM are the frontline champions of our mission, supporting customers from onboarding through complex investigations.

• 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.

Individual pay is determined by skills, qualifications, experience, and location. The compensation details listed in this posting reflect the US base salary only.

The following represents the expected range of compensation for this role:

• 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.

• Please note – we factor in different costs for geographies outside the United States.