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TRM Labs

Associate Deployment Strategist

Posted 21 Days Ago
Remote
Hiring Remotely in United States
Mid level
Remote
Hiring Remotely in United States
Mid level
The Associate Deployment Strategist will manage customer support workflows, provide technical support, deliver product training, and enhance customer experience with blockchain intelligence.
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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.

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.

The impact you will have here:
  • 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.

What we’re looking for:
  • 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.

About the Team
  • 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.

Learn about TRM speed in this role:
  • 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 $100,000 – $115,000

  • 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.

Life at TRM Labs

Leadership Principles

Our LPs are foundational elements of our strategy, guiding how we make decisions, how we treat each other, and how we behave day-to-day.

  • Impact-Oriented Trailblazer – We put customers first, driving for speed, focus, and adaptability.
  • Master Craftsperson – We prioritize speed, high standards, and distributed ownership.
  • Inspiring Colleague – We value humility, candor, and a one-team mindset.

Accelerate your Career 

Join a mission-driven team of industry leaders and make a real-world impact—disrupting terrorist networks, recovering stolen funds, and more. At TRM, you will:

  • Work alongside top experts and learn every day.
  • Embrace a growth mindset with development opportunities tailored to your role.
  • Take on high-impact challenges in a fast-paced, collaborative environment.

What to Expect at TRM

TRM moves fast—really fast. We know a lot of startups say that, but we mean it. We operate with urgency, ownership, and high standards. As a result, you’ll be joining a team that’s highly engaged, mission-driven, and constantly evolving.

To support this intensity, we’re also intentional about rest and recharge. We offer generous benefits, including PTO, Holidays, and Parental Leave for full time employees.

That said, TRM may not be the right fit for everyone. If you're optimizing for work life balance, we encourage you to:

  • Ask your interviewers how they personally approach balance within their teams, and
  • Reflect on whether this is the right season in your life to join a high-velocity environment.
  • Be honest with yourself about what energizes you—and what drains you

We’re upfront about this because we want every new team member to thrive—not just survive.

Thrive as a Global Team 

As a remote-first company, TRM Labs is built for global collaboration.

  • We cultivate a strong remote culture through clear communication, thorough documentation, and meaningful relationships.
  • We invest in offsites, regional meetups, virtual coffee chats, and onboarding buddies to foster collaboration.
  • By prioritizing trust and belonging, we harness the strengths of a global team while staying aligned with our mission and values.
Join our mission!

We’re looking for team members who thrive in fast-paced, high-impact environments and love building from the ground up. TRM is remote-first, with an exceptionally talented global team. If you enjoy solving tough problems and seeing your work make a difference for billions of people, we want you here. Don’t worry if your experience doesn’t perfectly match a job description— we value passion, problem-solving, and unique career paths. If you’re excited about TRM’s mission, we want to hear from you.

Recruitment agencies

TRM Labs does not accept unsolicited agency resumes. Please do not forward resumes to TRM employees. TRM Labs is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company without a signed agreement.
Privacy Policy

By submitting your application, you are agreeing to allow TRM to process your personal information in accordance with the TRM Privacy Policy

Learn More: Company Values | Interviewing | FAQs

Top Skills

Blockchain Technology
Intercom
Salesforce
Zendesk

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