Deputy Team Lead, Patient Contact

About Us

At easykind, we are at the forefront of healthcare, specialising in medicinal cannabis to provide compassionate and innovative solutions for patient care. As a rapidly growing start-up founded by patients, for patients, we are thrilled to welcome new members to our exceptional team.

We’re a passionate, goal-driven team with the mission of providing a 5-star service whilst providing the most cost-effective solution to high quality plant based medicine in Australia. We don’t want to be the everyday medical clinic, instead bringing relatability and friendliness mixed with a level of professionalism to simplify the process for our patients.

Role Purpose

As the Deputy Team Lead you are the engine room of our department. While our Team Leads focus on "building" the systems of the future, you focus on "driving" the results of today. You are responsible for the daily management of your pod, ensuring every patient interaction meets our high standards of empathy, accuracy, and clinical compliance. You don't just manage tasks; you develop people.

Key Responsibilities

Frontline Supervision

• Directly manage a pod of Patient Support Associates.
• Actively monitor inbound call volumes and email ticket backlogs. Make real-time decisions to shift resources to meet Service Level Agreements (SLAs).
• Act as the first point of escalation for complex patient issues, ensuring a resolution that balances patient wellness with company policy. (Utilising SLLs and Senior PSAs)

Performance Management

• Conduct QA reviews and feedback sessions.
• Track individual KPIs and implement performance improvement plans when required.
• Support onboarding and training of new hires.
• Lead fortnightly 1-on-1 meetings with your staff. Track performance against KPIs and provide actionable coaching.
• Conduct "side-by-side" coaching, call listening (inbounds/outbounds), email audits (written comms), and case management (patient retention) to provide immediate feedback on empathy and technical accuracy.
• Lead the practical training and "nesting" period for new support staff, ensuring they feel supported as they integrate into the team.

Operational Support

• Execute the strategic projects designed by your Service Line Lead (e.g., implementing new script-release workflows or wellness check scripts).
• Assist with workforce scheduling and leave management.
• Maintain knowledge base accuracy.
• Identify recurring "pain points" in the patient journey and report these to Service Line Lead or Director for systemic fixes.

Culture & Standards

• Ensure all team adhere to strict medicinal cannabis regulations regarding patient privacy and script handling.
• Reinforce service tone, empathy and compliance standards.
• Drive accountability for documentation accuracy in CRM systems.

Experience Required

• 3+ years in contact centre or patient support environment.
• Demonstrated leadership or senior agent experience.
• Strong communication and coaching skills.
• Familiarity with CRM and telephony systems.

Success Measures

• Team SLA performance
• Individual agent QA scores
• Reduction in escalations beyond contact team
• Agent engagement and performance consistency
• Accuracy of case documentation

What We Offer:

• An inclusive and supportive work culture (it’s a pretty elite crew)
• Hybrid working flexibility
• Supportive onboarding process with clear expectations keeping your growth front of mind
• Join a company nominated for LinkedIn's Top Startups 2025 and Best Places to Work 2025 ⭐

At easykind, we believe diversity fuels innovation. We're committed to creating an inclusive environment where everyone - regardless of background, identity, or experience - feels valued and empowered. We celebrate differences and strive to build a team that reflects the patients we serve. If you're passionate about compassionate care and are ready to join a forward-thinking team, we can't wait to meet you!