Product Support Specialist

Product Support Specialist

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.

ABOUT THE ROLE:

Are you someone who loves solving problems, talking directly with customers, and making a real impact on products and processes? Be the voice of our customers and the link between support and product teams.

In this role, you'll handle complex support cases that go beyond first-line troubleshooting and stepping in when deeper expertise is needed. You’ll also work closely with our outsourced first-line support team, offering guidance on trickier issues and helping raise the bar for customer service.

What makes this role special? You'll be our ear to the ground spotting trends in customer feedback, identifying recurring product issues, and sharing those insights with our quality and product development teams. Your input will directly influence how we improve our products and support experience.

You'll work side-by-side with our Product Support Manager, helping shape how we operate and continuously improve our support function.

RESPONSIBILITIES:

• Act as a direct escalation point for first-line support agents, assisting with complex product support cases.
  

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

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

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

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

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

• Participate in cross-functional discussions to improve product quality and the overall customer experience.
  

• Test, verification and troubleshooting of products

REQUIRED SKILLS:

• Product knowledge of audio equipment – especially headphones, speakers, and guitar amplifiers. Either through work or passion.

• Experience working in a customer-facing role.

• 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!

Zound is the team behind the most exciting brands in audio electronics: Urbanears, Marshall and adidas. We design and develop headphones and speakers and we champion the human perspective in tech. Armed with a genuine passion for the things that resonate we challenge the status quo in our industry with a little bit of Zound magic.

We are a global company with offices in Stockholm (HQ), New York, London, Paris, Shenzhen and Hong Kong. Behind the scenes, we’re a team of hard-working, fun-loving, problem-solving, easy-going, creative people. And we’re here to bring life to sound.