Build to Protect Civilization TRM is a blockchain intelligence company thatâs on a mission to build a safer world for billions of people. Weâre a lean, high-impact team tackling some of the worldâs most critical challenges, ranging from human trafficking and financial fraud to terrorist financing. We are builders who power governments, financial institutions, and crypto companies when the clock is running and the consequences are real. This is why every TRMer is a bet on our future and has the power to change our trajectory.At TRM Labs, our Deployment Strategist team is on the front lines of customer experienceâbridging product expertise with exceptional customer support. Weâre 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 TRMâs 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 explanation, 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 Weâre 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 skillsâyou 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. For EMEA this is between 8:00 AM - 6:00PM 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 TRMâs 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: Youâll triage and respond to customer questions during time-sensitive events like sanctions updates or major platform changes. Fast Trace Validations: Youâll work alongside internal teams to rapidly validate traces and respond to urgent customer needs within hours. 24-Hour Coverage Participation: Youâll contribute to our support shifts and rotations, ensuring we maintain a global, always-on customer presence.
Life at TRM We build to protect civilization. That promise shows up in how we work every day. TRM runs fast. Really fast. Weâre a high-velocity team that expects ownership, clarity, and follow-through. People who thrive here are inspired by hard problems, experimentation, direct feedback. If it takes months elsewhere, it often ships here in days. If you are optimizing primarily for consistent work-life balance, use the interview process to pressure-test fit. We want teammates who thrive here, not just survive here. We coach directly, assume positive intent, and play for the front of the jersey. Leadership Principles
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.
Want to learn more about how we interview at TRM Labs? Check out more about our leadership principles and hiring process here. What Youâll Do Here This work has teeth. At TRM, your week might include:
Driving critical investigations that canât wait for typical business hours. Shipping products in days when others would schedule quarters. Partnering with teams across time zones to deliver insights while the story is still unfolding. Building new solutions from first principles when the playbook doesnât yet exist. Protecting victims and customers by tracing illicit activity and disrupting criminal networks.
Join our Mission We look for people who want their work to matter, who build with speed and rigor, and who take pride in protecting others through their craft. If youâre excited by TRMâs mission but donât check every box, apply anyway. We hire for slope, judgment, and the will to learn fast. Build to protect civilization. Letâs do it together. 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