Customer Service Lead

Job Title: Customer Service Lead Company: VistaApex Solutions | PerioProtect Location: Saint Louis, Missouri Reports to: Sales Operations and Support Manager Team Lead for: Customer Support Specialist, Sales and Customer Support Specialist, Data Entry and Customer Support Specialist About VistaApex Solutions VistaApex Solutions is a purpose-driven, clinician-focused healthcare platform bringing together leading dental brands, including Vista Apex, PerioProtect, and PerioSciences. Our mission is to develop meaningful products that enhance clinicians’ treatment options and improve patient outcomes. With a value-added approach across R&D, operations, and customer experience, we empower clinicians to deliver confident, consistent, and elevated care. At our core, we operate through five foundational pillars - Product Development + Clinician Involvement, Treatment Refinement + Simplified Workflow, Expanding Innovations + Trusted Partnerships, Inspired Foresight and Quality Assured + Personal Connections - guiding our approach to innovation, collaboration, and long-term partnership.

Position Overview The Customer Service Lead owns the day-to-day performance of the PerioProtect and PerioSciences customer support operation, making sure every dental office, patient, distributor, and sales rep who calls, emails, or messages us gets a fast, accurate, one-touch resolution. This role’s primary focus is managing the inbound phone queue and email support channels, keeping coverage, response times, and service quality on target throughout the day. The Lead serves as the working lead for the Customer Support, Sales and Customer Support, and Data Entry and Customer Support Specialists. They set the daily rhythm of the team, coordinate coverage across the order-entry and lab support sides of the department, and step in on calls, emails, orders, and cases whenever volume requires it. They are the first point of escalation for the team and the go-to resource for anything customer service related. The Lead is also the direct line between the team and the Sales Operations and Support Manager. They track and report on queue performance, team productivity, and recurring customer issues, bringing clear data and practical recommendations that help improve how we serve our customers. The ideal candidate is a hands-on, steady leader who is equally comfortable answering a phone, coaching a teammate, and pulling a report. They stay calm in high-volume moments, hold themselves and others to a high standard, and take pride in a team that customers and coworkers can count on. Key Functions

• Phone Queue Management
• Owns the inbound customer support phone queue in RingCentral throughout the business day. Monitors live queue activity, adjusts agent availability and coverage in real time, and jumps on calls when volume spikes to keep abandoned and missed calls to a minimum.
• Builds and maintains the team’s daily coverage plan, including breaks, lunches, PTO, and cross-coverage between order support and lab support.
• Email and Ticket Support
• Oversees shared support inboxes and the Gorgias helpdesk, making sure every email and ticket is assigned, answered, and closed within response-time targets.
• Handles complex, sensitive, or escalated email and ticket conversations personally, and reviews team responses for accuracy, tone, and consistency.
• Team Leadership and Coaching
• Serves as the working lead for the Customer Support, Sales and Customer Support, and Data Entry and Customer Support Specialists. Sets daily priorities, assigns work, and keeps the team on track.
• Trains new team members, supports ongoing cross-training between order entry and lab support, and provides real-time coaching on calls, emails, and system use.
• Shares feedback and observations on individual performance with the Sales Operations and Support Manager.
• Escalation and Issue Resolution
• Acts as the first point of escalation for customer issues, order problems, lab case concerns, payments, credits, and shipping issues. Resolves what can be resolved at the team level and routes the rest to the right department with full context.
• Monitors internal support channels, including Microsoft Teams spaces for Customer Support and Lab Support, so questions from sales reps and other departments are answered quickly.
• Reporting and Manager Partnership
• Serves as the direct point of contact for the Sales Operations and Support Manager on all customer service activity.
• Pulls and prepares daily, weekly, and monthly reports on call volume, abandonment and missed-call rates, email and ticket response times, order and case volume, and team productivity.
• Identifies trends in customer issues and recommends fixes, staffing changes, or process improvements based on the data.
• Customer Service Operations and Hands-On Support
• Supports any customer service function as needed, including order entry, lab case intake, running payments, HubSpot record updates, and special shipments for trade shows and meetings.
• Maintains call guides, SOPs, and email templates so the team has clear, current answers to the most common customer questions.
• Helps ensure customer, order, and case data is entered accurately and consistently across HubSpot, Business Central, and other internal systems.

How Success Is Measured

• Call abandonment / missed-call rate at or below 3%
• One-call resolution: customers get their answer on the first contact whenever possible
• Email and Gorgias tickets answered within the team’s response-time targets
• Accurate, on-time order entry and lab case intake
• Timely, accurate reports delivered to the Sales Operations and Support Manager
• A well-trained, cross-trained team that can cover both order support and lab support

Qualifications

• Education
• [Education requirement - e.g., high school diploma or equivalent required; associate’s or bachelor’s degree preferred]
• Experience
• 3+ years of customer service experience, including at least 1 year in a lead, supervisory, or senior role
• Experience managing or working in a high-volume phone queue or contact center environment
• Experience with CRM and helpdesk systems; HubSpot, Gorgias, and RingCentral experience is a plus
• Experience in dental, medical, or healthcare customer service is preferred
• Skills and Competencies
• Proficiency with Microsoft 365 products (Outlook, Word, Excel, Teams, OneDrive)
• Comfort pulling and interpreting reports; Excel skills such as filters, pivot tables, and basic formulas
• Excellent organizational and time management skills, with strong attention to detail
• Clear, professional, and confident communication skills - both written and verbal
• Ability to coach, motivate, and hold peers accountable while staying approachable and supportive
• Calm, solutions-focused approach to escalations and difficult conversations
• Comfortable working both independently and as part of a team

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and working on a computer and phone.
• Frequent movement throughout the office, fulfillment, or shipping areas.
• Lifting, carrying, and moving materials or boxes up to 30 pounds, such as marketing materials, direct mail supplies, and trade show displays.
• Use of hands and fingers for typing, assembling packets, printing, and using office equipment.
• Visual acuity to read detailed documents, labels, digital screens, and printed materials.
• Occasional standing or bending while organizing shipments or preparing event materials.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is typically performed in a professional office setting, with regular interaction with fulfillment and shipping areas.
• May occasionally work in warehouse or production spaces with varying temperatures and moderate noise levels.
• Fast-paced, team-oriented, and deadline-driven environment requiring adaptability and multitasking.
• Regular collaboration with Sales, Marketing, Fulfillment, Laboratory, Accounting, and Customer Service teams.
• Occasional support for off-site events or trade shows, including preparation and coordination (travel is rare but may be required).

Why Join Us?

At VistaApex Solutions, we value our employees and invest in their well-being. Here’s what eligible employees can expect:

• Comprehensive Health Benefits – Medical, dental, and vision insurance
• Generous PTO and paid holidays
• 401(k) with Company Match to help you plan for the future.
• Mental Health & Wellness Programs
• Team Culture – Regular team events and company gatherings

Pre-Employment Screening:

All offers of employment are contingent upon successful completion of pre-employment screening, which may include background checks, employment verification, and other job-related assessments as permitted by law.