Responsibilities
- Own and manage real-time customer support during APAC hours, operating across TRM’s ticketing and communication platforms (e.g., Intercom) — acting as the first point of contact for inbound inquiries, ensuring timely triage, clear communication, accurate resolution, and smooth escalation to internal teams.
- Act as the first point of contact for inbound requests from law enforcement, financial institutions, and crypto businesses — supporting customers with investigations and tool usage, and partnering with Solutions Engineering or Product teams to resolve more technical issues.
- Manage a portfolio of Korean customer relationships, overseeing their lifecycle from onboarding through adoption, support, and renewal to ensure consistent success and alignment to TRM’s mission-critical use cases.
- Support renewals and expansion, using data and customer outcomes to help make the case for continued and increased partnership with TRM.
- Identify and surface new business opportunities within crypto businesses, financial institutions and law enforcement agencies - working closely with Account Directors.
- Deliver product training for new and existing customers, highlighting TRM’s blockchain intelligence capabilities and helping customers apply them to their investigative and compliance objectives.
- Act as the Voice of the Customer, capturing feedback from support and training interactions to inform product enhancements, documentation improvements, and cross-team learnings.
- Serve as TRM’s primary Korean-language interface for customers and prospects, supporting platform demonstrations, investigative discussions, and relationship development across virtual and in-person engagements.
- Represent TRM at industry events and engagements in Korea, and respond to inbound inquiries generated through marketing initiatives, events, and partnerships.
Requirements
- 1-3+ years of professional experience, ideally within law enforcement, government, crypto businesses, or financial institutions — preferably in compliance, investigative, or customer-facing functions.
- Native or business-level Korean (spoken and written) required for all customer-facing work. Working proficiency in English for internal communication and documentation with global TRM teammates.
- High empathy and responsiveness, with a genuine motivation to help customers succeed and get unblocked quickly.
- Experience or strong interest in virtual currencies and blockchain analytics, ideally within a compliance or investigative context, with a willingness to deepen expertise in these areas.
- Proven ability to structure complex problems, prioritise critical issues, and deliver actionable solutions in fast-paced environments.
- Exceptional attention to detail and analytical rigour.
- Ability to simplify and communicate complex technical and investigative concepts for diverse audiences.
- Strong collaboration skills, with the ability to work effectively across Customer Success, Product, and Engineering teams.
- Comfortable operating in a dynamic, fast-paced environment.
- Willingness and ability to travel occasionally for in-person meetings, trainings, or events.
Work Arrangement
On-site
Team
Structure: globally distributed team
Additional Information
- This role will be based in South Korea.
- Native or business-level Korean (spoken and written) required for all customer-facing work. Working proficiency in English for internal communication and documentation with global TRM teammates.
- Willingness and ability to travel occasionally for in-person meetings, trainings, or events.
