Marshall Group is the audio, tech, and design powerhouse uniting musicians and music lovers through genre-breaking innovation. Our flagship brand, Marshall, is uniquely positioned with over 60 years of rock ‘n’ roll attitude on stage, at home, and on the go. Our iconic products are brought to life by a dedicated team of 800 passionate employees and sold in over 90 markets worldwide.

What you’ll do:

Are you someone who loves solving complex problems, talking directly with customers, and making a real impact on customer satisfaction? In this role, you will be responsible for end-to-end case management, owning and resolving escalated product support cases for our headphones, speakers, and guitar amplifiers.

You’ll act as the voice of our customers internally, sharing insights and learnings from support cases to help improve both our products and how we support them. Working closely with our Product Support Manager, you’ll help shape and continuously improve how we operate. You’ll also collaborate with our outsourced first-line support team, providing training and guidance on complex issues and new product launches to raise the bar for customer service.

What makes this role special? You’ll be working in a small team responsible for the full support experience across all channels. Your expertise, ownership mindset, and product insight will directly influence customer satisfaction, internal processes and future product improvements.

Roles & Responsibilities:

• Act as a direct escalation point for first-line support agents, assisting with complex support cases related to headphones, speakers, or guitar amplifiers.

• Engage directly with consumers to resolve issues, ensuring timely and effective solutions. 

• Collaborate closely with the Product Support Manager and Specialists to ensure alignment and drive continuous improvements in support operations. 

• Provide guidance, expertise and training to first-line support agents, enabling them to handle cases more effectively. 

• Help improving CSAT score targets (customer satisfaction). Ensuring we meet customer expectations and uphold the high standards of our brand. 

• Perform hands-on testing, verification and in-depth troubleshooting of products to identify root causes and gain deeper understanding of product issues.

• Help improve self service support content and share knowledge, and learnings across the support organisation.

• Write troubleshooting guides, help articles and internal documentation.

• Identify trends and patterns in customer feedback, acting as the “ear to the ground” to proactively report product and quality issues internally. 

You probably have the following experiences & skills:

• Proven experience providing technical support for consumer electronics products, ideally including hands-on or deep knowledge of guitar amplifiers, headphones, and speakers.

• Strong product knowledge of audio equipment—especially headphones, speakers, and guitar amplifiers—either through professional experience or passionate interest.

• Excellent communication and social skills with the ability to collaborate effectively across different teams. 

• Problem-solving mindset and troubleshooting experience with a focus to deliver a great customer journey. 

• Knowledge of warranty processes, returns/RMA, and replacement handling. 

• Fluency in English is a must, any other EU-language is a nice bonus. 

• Experience from working with case management systems like Salesforce, Zendesk or similar  

Our pledge:

We thrive to foster an inclusive workplace and we do not discriminate on the basis of race, religion, disability, colour, national origin, gender, sexual orientation, age or marital status. We firmly believe that Marshall thrives when our employees do, leading to better experiences for our consumers.

Does this sound like you?

We look forward to reviewing your application!