Customer Operations Lead

Job Description

About the Role

We’re building a team of all-star players—people who take ownership, move fast, and care deeply about doing things right.

Yutka Fence is hiring a Customer Operations Lead to own and execute our entire customer workflow—from first call to final invoice. This is not a sit-back-and-manage role. This is a player-coach position for someone who leads by example, knows how to do the work at a high level, and builds systems that scale.

We process over 1,500 jobs per year, and this role is critical to ensuring every lead, every customer, and every job moves forward with urgency and professionalism.

You will act as the bridge between customers and operations—ensuring nothing falls through the cracks.Compensation:

$60,000 - $70,000 yearly

Responsibilities:

What You’ll Do

Lead Response & Conversion

Ensure all incoming leads are responded to quickly and professionally

Maximize conversion from lead - estimate

Maintain speed, accuracy, and consistency across all communication channels

Customer Communication Excellence

Manage communication across phone, text, email, and in-person interactions

Ensure calls are answered professionally and efficiently

Set clear expectations so customers always know the next steps

Reduce inbound “status check” calls through proactive communication

Document all issues clearly and thoroughly in the CRM

Ensure every case is organized and actionable before passing it along

Follow up to ensure progress and keep customers informed

Maintain accountability for communication and customer experience, even when resolution is handled by another department

Pipeline & Job Flow Management

Keep jobs moving efficiently through every stage:

Estimates scheduled

Deposits collected

Job packets processed

Permits submitted and approved

Financing processed

Identify bottlenecks and solve them quickly

Team Leadership & Development

Lead and mentor virtual assistants and office staff

Train team members on systems, communication, and expectations

Delegate effectively while maintaining accountability

Customer Service Intake & Coordination

Serve as the first point of contact for customer concerns

Handle frustrated customers with professionalism, empathy, and control

Ensure the office team gathers complete, accurate information (photos, timelines, scope, prior communication, etc.)

Document all issues clearly and thoroughly in the CRM

Ensure every case is organized and actionable before passing it along

Coordinate with Operations or Project Managers for investigation and resolution

Follow up to ensure progress and keep customers informed

Systems & Process Improvement

Maintain and audit CRM data for accuracy and visibility

Develop and refine SOPs for scalable success

Monitor AI tools and ensure systems are functioning properly

Continuously improve workflows for speed and efficiency

Use the winter season strategically to improve systems, clean up processes, and build better workflows for future growth

Sales Team Support

Support field sales reps with scheduling, paperwork, and follow-ups

Ensure estimates and job documentation are accurate and complete

Office Standards

Maintain a clean, organized, and professional office environment

Qualifications:

What We’re Looking For

High-accountability operator who takes ownership of outcomes

Strong communicator who can lead and execute

Proven ability to organize many moving parts and build systems

Comfortable with CRMs, digital tools, and AI

Detail-oriented with high standards for accuracy

Able to move fast without sacrificing quality

Willing to step in and do whatever is needed

Problem-solver who fixes issues—not just flags them

Aligned with our core values: Integrity, Progress, Professionalism

About Company

At Yutka Fence, we help homeowners protect what matters most with high-quality fencing solutions.

For over 57 years, we’ve been the neighborhood standard. As a second-generation, family-owned company serving Southeast Wisconsin and Northern Illinois, we’re known for craftsmanship and service.

We specialize in wood, vinyl, aluminum, and chain-link fencing—built to last. Our team operates 365 days a year, delivering responsiveness homeowners can count on.

What sets us apart is the experience we create. From clear communication to precise installation, we do things the right way. Guided by our core values—Integrity, Progress, and Professionalism—we continue to grow.

We’re proud to be recognized on the Inc. 5000 (2026) and Inc. Regionals Midwest (2026).

We’re not just installing fences—we’re building trust.

Why Join Us?

Join a fast-growing, high-performing company with a strong reputation

Work - grow with a motivated, supportive, and expanding team

Benefits:

401(k)

Health insurance

Paid Time Off

Full-time