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. Responsibilities 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. Requirements Availability & Location: Core Hours: Sunday–Thursday, 9:00 AM – 2:00 PM (IST). Hybrid Structure: This role offers a flexible hybrid model. You will primarily work from home, with a requirement to join us in the office (Tel Aviv Center) once a week for team collaboration. We are happy to be flexible on which specific day that is to better fit your schedule. Communication: Exceptional written and verbal communication skills in Hebrew; High-level English proficiency. Advantage: Currently pursuing or holding a degree in a "Human-STEM" hybrid field (e.g., Physical Therapy, Occupational Therapy, Nursing, Sports Science, or Kinesiology, etc.) is highly preferred. Prior experience with support tools like Intercom, Zendesk, or Jira. Flexibility during exam periods is provided, with the expectation of maintaining core support hours during the semester. Who You Are The Empathetic Troubleshooter: You have the patience and interpersonal skills to guide elderly users through technical hurdles with clarity and warmth. Quick Learner: You have a high "technical IQ" and can quickly master new software, mobile OS nuances, and the science of gait analysis. Fluent Communicator: You are comfortable toggling between Hebrew and English (Native English & Hebrew are a significant advantage). Analytical Mindset: You don’t just solve a one-time problem; you look at the data to understand the 'why' behind a user’s struggle. You’ll help us identify trends and share feedback that directly influences how we improve the OneStep experience.