Customer Support & Solutions Manager

Role overview

Chocolatey Software is hiring a full-time Customer Support & Solutions Manager to lead and support a distributed team while helping customers around the world get the most value from the product. The role is ideal for someone who enjoys coaching people, solving customer problems, and building a culture centered on learning and service.

What success looks like

• You naturally reflect the company’s core values, including a love for automation, a preference for simplicity, a commitment to teaching, and a humble approach.
• You are willing to step in and help when needed, especially when a teammate is struggling.
• You lead with patience and guidance, using mistakes as opportunities to learn instead of reasons to blame.
• You enjoy helping customers reach those clear “aha” moments where a concept finally clicks.
• You are comfortable speaking with people from different countries and backgrounds.
• You have a genuine interest in teaching and mentoring others so they can perform at a higher level.

Key responsibilities

• Coach, guide, and grow team members.
• Connect technical priorities with business goals so everyone understands what matters most.
• Monitor support performance data and use it to find improvement opportunities.
• Stay available to support team members and step in when help is needed.
• Build opportunities that strengthen the team’s professional growth and capability.
• Represent the team in conversations with leadership and management.
• Share updates with stakeholders on progress, challenges, and suggested actions.
• Review individual and team goals, then help ensure targets are being met.
• Lead remote teams operating across several time zones.
• Take part in conversations with the community, prospects, and customers.
• Develop a strong understanding of the products and how they work.
• Be able to lift up to 20 pounds when required.
• Travel may be needed for around 10% of the time.
• Handle additional duties as assigned.

Competencies and working style

• Comfort with deadlines and a commitment to meeting them.
• Prior experience managing people.
• Strong leadership ability.
• Attention to detail, sound judgment, and strong problem-solving ability.
• Ability to work well in a collaborative setting.
• Excellent verbal and written communication skills for working with teams, customers, and the wider community.
• Strong analysis, organization, and communication skills.
• Experience resolving conflicts effectively.
• Customer-first mindset.
• Working knowledge of tools such as Zoom, Trello, MS Excel, and Confluence.

About Chocolatey Software

Chocolatey Software builds automation tools that help organizations manage Windows environments more efficiently. Its software is used by a large global user base and many organizations, including Microsoft, to streamline deployment and management across Windows systems, Docker containers, and cloud environments. The product helps reduce manual work, improve consistency, and speed up software delivery. This position sits on the core team and contributes directly to customer adoption and company growth.

Benefits

• 5 weeks of paid time off.
• Medical and dental coverage available after 30 days.
• Remote and flexible working setup.
• Employer-sponsored retirement plan with company match.
• Additional benefits.

Location and pay

This position can be performed remotely or onsite in Topeka, United States. The compensation is listed as USD 100,000 to 140,000 per year, depending on experience.