Onboarding & Technical Support Manager | Legal AI Startup

Silvernova has grown from 0 to over 400 law firms in 15 months – and continues to grow at a high pace. Our investors are top-tier VCs and partners from renowned law firms like YPOG, CMS, and Neon.

We offer an AI associate that thinks within the lawyer's file – optimized for complex file work in fact-finding, legal assessment, and drafting. This saves lawyers up to 4 hours of work time daily.

Why this role is crucial now: We are at the beginning of our next growth phase – from 400 to 4,000 law firms. Every week, new law firms start with Silvernova, and their success is determined in the first few weeks: during setup, onboarding, and initial questions. Our clients regularly tell us that personal support is a reason they are with Silvernova. You will maintain and scale exactly this standard.

With this, you will become the face of Silvernova for our customers – and the central interface between Development, Sales, and Customer Success: No one in the team knows better than you what drives our customers. For us, support is not a cost center. It's part of the product.

Do you enjoy working directly with people, consistently doing things well, and want to help shape how an entire industry works with AI? Then let's talk!

Tasks

As the Onboarding & Technical Support Manager, you will be the interface between our customers and the Development, Sales, and Customer Success teams. You will ensure that every law firm starts successfully with Silvernova and receives reliable support in their daily work.

• Onboarding: You will take over new law firms directly after contract signing from the Sales team and bring them live – installation, setup, integration with law firm software – and introduce the teams to working with the AI associate. Your goal: Every law firm works confidently with Silvernova after a few weeks.
• Support: You will answer our customers' support requests – via email, phone, and video call. Quickly, reliably, in clear language. You will follow up until the problem is solved.
• Reliable Quality: Many processes repeat – that's exactly where your strength lies. You will develop routines, become faster and better every week, and maintain a consistently high quality of support.
• Voice of the Customer: You will identify patterns in inquiries, expand our help center, and provide structured feedback directly to Development and Customer Success – thereby making common questions permanently rarer and our product better every week.

Qualification

More important to us than a specific number of years of experience are reliability, ability to learn, and enjoyment of customer contact. You should bring this with you:

• Technical Understanding: You don't need to be able to program. But you understand how software works – installations, interfaces, and Windows environments don't faze you.
• Quick Learner: You quickly get to grips with new software solutions. After a few weeks, you will know our product better than most of the team.
• Strong People Skills: You communicate in a friendly, clear, and patient manner – and explain technology in a way that lawyers can understand immediately. Our customers are also extremely pleasant to deal with: they appreciate good support and say so.
• Enjoyment of Reliability: You like recurring processes and derive satisfaction from doing things consistently well. A perfectly resolved inquiry is an accomplishment for you, not just a task.
• Carefulness & Structure: You work in a structured way, document thoroughly, and leave nothing undone.
• Are you from the law firm world? Perfect. If you have worked as a ReFa (legal assistant), ReNo (legal secretary), or in law firm administration and are tech-savvy, this is an ideal profile for us: You know our customers' workflows from your own experience – and we offer you entry into one of the most exciting Legal Tech startups in Germany. Experience in technical support or IT service is equally welcome.
• Languages: Native-level German, fluent English (C1).

If you don't meet all the points: Apply anyway. We are interested in potential, not perfection – when in doubt, a conversation decides, not a CV.

Benefits

• Startup at a crucial stage: You join us as we scale from 400 to 4,000 law firms – and experience firsthand how a VC-funded company grows. Legal AI is one of the most exciting industries right now, and you'll be at the forefront of shaping it.
• Ownership and freedom to shape: With direct access to the founding team, short decision-making paths, and real impact on company development.
• Visible impact: You'll hear directly from customers every day what your work achieves – and our customers are happy to say it.
• Short paths: You will work closely with Development, Sales, and the founding team – your feedback doesn't go into a backlog, but into the next release.
• Clear growth path: We are growing very fast – and with us, the Onboarding & Support department. You have the opportunity to help shape it and grow with it.
• Mentoring & Feedback: Regular feedback sessions directly from the founding team – we actively invest in your personal and professional development.
• Team Culture: You can expect a dynamic, ambitious team with a friendly, appreciative atmosphere and regular team events.
• Office-First with Flexibility: Because we believe in real exchange, we spend at least 3 days a week together in our Munich office – you can arrange the rest of the week flexibly.
• Wellpass included: Access to hundreds of sports, fitness, and wellness activities.

Become the Onboarding & Technical Support Manager at Silvernova now and ensure that thousands of law firms work successfully with AI. We look forward to your application – regardless of gender, origin, age, or life path.

Regarding application questions: Short, precise answers are sufficient. We are interested in concrete experiences and clear thoughts.

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