Customer Support

THIS IS ANAPHORA

Anaphora is a company that builds a SaaS platform for global brands to manage and control their brand identity – ensuring consistent, high-impact customer experiences at scale. We build for industries where brand consistency is non-negotiable,
especially
luxury, automotive, and high-end retail.

What makes Anaphora unique is our ability to drive adoption at the
retail and dealer level
– something most enterprise solutions struggle to achieve. A standout example is
Porsche
, which has integrated Anaphora at the
global level
. Today, their entire global dealer network uses our platform to power customer communication – meaning every Porsche dealership, from Europe to North America, is delivering
on-brand digital experiences
with precision and ease.

Unlike traditional tools that distribute static brand guidelines,
Anaphora
is
the brand guideline.
Our platform embeds a dynamic brand design system directly into every user action – ensuring that whether you're at
HQ, regional, market, or dealer level
, every campaign, asset, and message aligns with the brand's identity automatically.
Brand governance is no longer an afterthought – it's built in at the core.

WHERE WE'RE HEADED

Anaphora is scaling fast, and we're building toward a future where
brand intelligence
becomes the engine behind global brand governance. We're helping brands create
more personal connections and lasting impact
by ensuring every interaction is consistent, contextual, and
seamlessly on-brand
.

Our long-term vision is to become the
central intelligence layer for brand identity and execution
– enabling brands to stay
consistent, personal, authentic, and adaptive
in an increasingly fast-moving digital world.

THE ROLE – Customer Support & Onboarding Specialist

We are hiring a Customer Support & Onboarding Specialist to join our Customer Success team in Gothenburg. This is a hands-on role with clear ownership and growth potential. Over time, as the support function scales, this person could grow into a Customer Support Lead role - building on the foundation they've created. The role has two clear priorities:  

1. Own and drive the Anaphora helpdesk

– maintaining high-quality customer support, tracking and improving KPIs, and making the support function more efficient every
week and day

through iterative improvements. This is your
main responsibility

and will always be priority one – meaning during high-volume periods, your second priority may be paused and/or scaled down.
2. Support customer onboardings

– collaborating closely with the
Onboarding team

to ensure smooth transitions from closed deal to active customer.

Roughly
70%

of your time will be dedicated to
helpdesk ownership

and
30%

to
onboarding support

. You'll combine a customer-obsessed mindset with a proactive drive to improve how we support and onboard customers globally. 

RESPONSIBILITIES

• Take
  full ownership of the Anaphora helpdesk

: managing tickets, coordinating with internal teams, and ensuring every customer issue is resolved efficiently and with empathy.
- Own and improve
key support KPIs

: time to first response, resolution time, and CSAT.
- Drive down ticket volume over time by solving recurring issues at the core in collaboration with Product/Delivery/Commercial teams.
- Build and maintain scalable resources such as FAQs, knowledge bases, onboarding material, and help articles to enable customer self-service.
- Implement automation and
AI-assisted workflows

to increase speed and efficiency of support.
- Act as the first line of defense for escalations, ensuring customers feel heard and supported while issues are being investigated.
- Collaborate with the
Onboarding team

to
support new customer implementations

– from data gathering and validation to early-stage customer correspondence.
- Ensure that onboarding handovers to Customer Success are smooth, with customers set up for long-term success.
- Share insights and patterns from both support and onboarding back to CS leadership and Product/Delivery to inform roadmap and improve processes.

QUALIFICATIONS

• 2–5 years of experience in
  customer support roles

within a SaaS environment, preferably at a start-up or scale-up.
- Proven ability to
own and improve support KPIs

, with examples of making support more efficient.
- Previous experience implementing ticketing, support and/or helpdesk platforms (such as Intercom, Zendesk and similar) is meriting.
- Demonstrated experience resolving customer issues with empathy, clarity, and persistence.
- Exposure to customer-facing roles beyond support (onboarding, customer success, account management) is meriting.
- Tech-savvy and eager to embrace
AI-driven tools

to streamline support and onboarding.
- Strong organizational skills with the ability to manage multiple tickets, tasks, and onboarding steps simultaneously.
- Excellent written and verbal communication skills in English (Swedish a plus).
- A proactive, self-starting mindset – always looking for ways to improve the customer experience.

THIS IS YOU

You are a hands-on problem solver who loves helping customers succeed. You thrive when you can take ownership, structure a process, and make it better. You don't just close tickets – you reduce the reasons tickets exist in the first place. 

You've worked in SaaS environments where processes weren't all set, and you enjoyed building structure from scratch. You're naturally collaborative, working closely with CS, Product, and Delivery teams to resolve issues and improve how we onboard customers. 

Most of all, you are customer-obsessed – you see every interaction as a chance to build trust, solve problems, and create value. 

You're motivated by ownership and growth - you see this role as a foundation to eventually lead how Anaphora delivers world-class customer support at scale. 

QUESTIONS?

Any questions about the role, Anaphora, or the process can be sent to