Customer Operations Lead

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.

• Ensure all incoming leads are responded to quickly and professionally
• Maximize conversion from lead - estimate
• Maintain speed, accuracy, and consistency across all communication channels

• 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

• Estimates scheduled
• Deposits collected
• Job packets processed
• Permits submitted and approved
• Financing processed
• Identify bottlenecks and solve them quickly

• Lead and mentor virtual assistants and office staff
• Train team members on systems, communication, and expectations
• Delegate effectively while maintaining accountability

• 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

• 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

• Support field sales reps with scheduling, paperwork, and follow-ups
• Ensure estimates and job documentation are accurate and complete

• Maintain a clean, organized, and professional office environment

• 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

$60,000 - $70,000 yearly