Back to jobs

Associate Deployment Strategist, EMEA

Poland

Build a Safer World. 

TRM Labs provides blockchain analytics and AI solutions to help law enforcement and national security agencies, financial institutions, and cryptocurrency businesses detect, investigate, and disrupt crypto-related fraud and financial crime. TRM’s blockchain intelligence and AI platforms include solutions to trace the source and destination of funds, identify illicit activity, build cases, and construct an operating picture of threats. TRM is trusted by leading agencies and businesses worldwide who rely on TRM to enable a safer, more secure world for all.

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 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 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. 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 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.

 

Life at TRM

We are building a safer world. That promise shows up in how we work every day.

TRM runs fast. Really fast. We’re a high‑velocity, high‑ownership team that expects clarity, follow‑through, and impact. People who thrive here are energized by hard problems, experimentation, and direct feedback. If something takes months elsewhere, it often ships here in days. 

That pace isn’t for everyone. 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.

Leadership Principles

We hire and grow against three leadership principles. They’re the standards for how we operate, treat each other, and make decisions.

  • Impact-Oriented Trailblazer: We put customers first and move with speed, focus, and adaptability. We treat every plan like an experiment – test, ship, measure, and iterate quickly.
  • Master Craftsperson: We care deeply about our craft. We balance speed with high standards, own outcomes end‑to‑end, and invest in getting better everyday.
  • Inspiring Colleague: We add clarity and energy, not noise. We bring humility, candor, and a one‑team mindset — giving and receiving feedback to make the team stronger.

Learn more: Interviewing at TRM: How We Hire and What Success Looks Like

The impact you will have

This work has real stakes. Depending on your role at TRM, your week might look like:

  • Driving critical investigations that can’t 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 doesn’t yet exist.
  • Protecting victims and customers by tracing illicit activity and disrupting criminal networks.

Join our Mission

At TRM we care deeply about our craft. We are looking for individuals who want their work to matter, who experiment with speed and rigor, and who take pride in building a safer world for billions of people. If you’re excited by TRM’s mission but don’t check every box, we encourage you to apply — we hire for slope, judgment, and the will to learn fast.

TRM is a Series C company with $220M in total funding, backed by Blockchain Capital, Goldman Sachs, Bessemer, Y Combinator, Thoma Bravo, and others. Headquartered in San Francisco, TRM operates as a distributed-first company with hubs in Los Angeles, San Francisco, New York, Washington D.C., London, and Singapore.

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

Create a Job Alert

Interested in building your career at TRM Labs? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter*

Accepted file types: pdf, doc, docx, txt, rtf

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

Learn about the TRM Privacy Policy

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in TRM Labs’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.