Support & Enablement Specialist

Description OneStep is expanding its support and clinical enablement capabilities to serve our growing Israeli market. As a Support & Enablement Specialist, you will be the face — and voice — of OneStep for our local users and clinical partners. You will anchor our first-line support operation while also working shoulder-to-shoulder with our Israeli sales team on customer-facing engagements: joining calls, supporting onboarding, and helping translate clinical knowledge into real outcomes for our accounts. This position starts at 60% capacity. It may grow based on operational needs, which we currently anticipate happening. We are looking for someone who is ready to grow with us. Responsibilities: First-Line Support: Act as the primary point of contact for Israeli end-users and clinical accounts via phone and chat, providing timely, empathetic, and expert-level support. Technical Triage: Diagnose and troubleshoot app-related issues, translating user feedback into clear, actionable insights for our product and engineering teams. Data Monitoring: Proactively review client adherence and usage metrics to identify trends, ensure patient success, and flag at-risk accounts to the broader team. Sales Collaboration: Join customer calls and onboarding sessions alongside our Israeli sales team, providing clinical context and product expertise to support account engagement. Documentation: Contribute to our internal knowledge base, building documentation that scales our support processes as the Israeli market grows. Requirements A degree in Physical Therapy is required. 2–3 years of hands-on experience in the physical therapy field. Core hours: Sunday–Thursday, 9:00 AM – 2:00 PM (IST). Hybrid structure: primarily remote, with a minimum of 2 days per week in our Tel Aviv Center office. In-office days must fall on Monday, Tuesday, or Thursday; we are flexible on which specific days. Native Hebrew and fluent English — you will communicate with our US-based team regularly. Advantage Prior experience with support tools such as Intercom, Notion, or Jira. Familiarity with patient-facing digital health platforms or mobile health apps.