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.