At TRM Labs, our Deployment Strategist team is on the front lines of customer experience—bridging product expertise with exceptional customer support. We’re expanding this function with a new role designed to provide deep operational support, ensuring our customers receive timely, accurate, and high-quality assistance at every step. You will be work with some of the largest financial institutions and law enforcement agencies throughout the world, building relationships with some of our key customers.

The associate DS will focus heavily on real-time customer support operations and first-response triage while still owning a portfolio of customer relationships where needed.

The Impact You Will Have

• 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.

What We’re Looking For

• 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.

About the Team

• Our globally distributed Customer Success team collaborates across time zones, mainly between 7AM–5PM EST.
• We work asynchronously by default, with strong documentation and transparent Slack communication.
• We support customers from onboarding through deep investigations, and our Deployment Strategists are the frontline champions of TRM’s value.
• This role is an opportunity to scale impactful customer interactions and help shape how we deliver rapid, high-quality support at TRM Labs.

Learn About TRM Speed in This Role

• Real-Time Alerts: You’ll triage and respond to customer questions during time-sensitive events like sanctions updates or major platform changes.
• Fast Trace Validations: You’ll work alongside internal teams to rapidly validate traces and respond to urgent customer needs within hours.
• 24-Hour Coverage Participation: You’ll contribute to our support shifts and rotations, ensuring we maintain a global, always-on customer presence.