Associate Deployment Strategist
About the Role
You will respond to time-sensitive customer inquiries, triage incoming support requests, and resolve issues directly or escalate to product and engineering. You will manage ticketing queues, deliver live troubleshooting and product explanations, capture support insights to improve documentation, and maintain relationships with priority customers while participating in 24-hour coverage rotations.
Requirements
- 3+ years of experience in a customer-facing role involving support operations, customer success, or technical troubleshooting
- Experience using ticketing or helpdesk platforms (Intercom, Zendesk, Salesforce)
- Excellent communication skills with the ability to simplify complex topics for technical and non-technical users
- High empathy and responsiveness with strong customer orientation
- Familiarity with blockchain technology or strong willingness to learn
- Meticulous attention to detail and ability to manage multiple active threads
- Experience working in fast-paced environments and adapting to shifting priorities
- Strong collaboration skills across product, engineering, and customer success teams
- Willingness to travel domestically for occasional in-person meetings or events
Responsibilities
- Own and manage customer support workflows via TRM’s ticketing system (e.g., Intercom)
- Monitor support queues and ensure timely resolution of tickets
- Triage and first-respond to complex inbound inquiries
- Deliver product explanation and live troubleshooting across technical and investigative workflows
- Escalate issues to Deployment, Solutions Engineering, or Product teams as needed
- Capture insights from support interactions to inform product feedback and documentation
- Own a subset of customer relationships, ensuring frequent users feel supported
- Provide proactive guidance based on customer usage trends
- Participate in support shifts and 24-hour coverage rotations
Benefits
- Paid time off (PTO)
- Paid holidays
- Parental leave
- Remote-first work arrangement
- Offsites and regional meetups
- Virtual coffee chats and onboarding buddies