Associate Deployment Strategist - Remote

Overview

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.

In Short

• Own and manage TRM’s customer support workflows via our ticketing system.
• Serve as the first responder for complex inbound support inquiries.
• Deliver value-driven support to large financial institutions and law enforcement agencies.
• Conduct live product troubleshooting and provide detailed responses.
• Monitor customer usage trends and proactively deliver guidance.
• Capture insights from support interactions to improve processes.
• Own a subset of customer accounts ensuring consistent engagement.
• Collaborate with internal teams to improve the support model.
• Help ensure customers maximize their use of TRM tools.

Requirements

• 3+ years of experience in a customer-facing role.
• Experience managing helpdesk or ticketing systems.
• High empathy and a strong sense of urgency.
• Excellent written and verbal communication skills.
• Familiarity with blockchain technology.
• Strong attention to detail and organizational skills.
• Collaborative mindset and ability to work across teams.
• Willingness to travel occasionally for meetings.

Benefits

• Generous PTO and Holidays.
• Parental Leave for full-time employees.
• Growth opportunities tailored to your role.
• Fast-paced, collaborative work environment.
• Remote-first culture with global collaboration.