Technical Consumer Experience Center Specialist – Sennheiser

Sonova Group; Greater London; Hybrid; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Hybrid work model

Hands-on product training

Structured onboarding

Job summary

Sennheiser, part of the Sonova Group, seeks a Technical Consumer Experience Center Specialist to support consumers across the EMEA region. You will resolve technical challenges, answer product-related questions, and deliver outstanding service that strengthens brand loyalty.

The role combines technical troubleshooting with customer advocacy, in a hybrid setting with future remote possibilities, and opportunities to collaborate with international teams.

Qualifications

• Experience in technical support or consumer-facing roles.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication to explain technical concepts.
• Ability to manage consumer cases from initial contact to resolution.
• Collaborative mindset across functions.

Responsibilities

• Provide expert technical support to consumers and troubleshoot issues.
• Assist across the consumer journey from selection to warranty resolution.
• Handle complex inquiries and take ownership to resolution.
• Perform root-cause analysis to improve processes.
• Collaborate with Product Management, Logistics, E-Commerce, and Supply Chain teams.

Skills

Technical support

Troubleshooting

Customer service

CRM systems

English fluency

Education

Experience in consumer electronics or tech products

Tools

CRM software

Job description

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Great sound has the power to transform everyday moments into extraordinary experiences. Through the iconic Sennheiser brand, we develop premium headphones, earbuds, and audio solutions that enable people around the world to connect more deeply with music, entertainment, and the world around them.

As part of the Sonova Group, we combine decades of audio expertise with a global innovation network and a shared passion for delivering exceptional listening experiences. Our teams create products that set standards for sound quality, design, and user experience.

Driven by curiosity, creativity, and collaboration, we foster an environment where people are empowered to take ownership, bring ideas to life, and make a meaningful impact on products enjoyed by millions of consumers worldwide.

In March 2026, Sonova announced its decision to divest its Consumer Hearing business and initiated a structured divestment process. This marks an exciting new chapter for the business and offers unique opportunities to contribute to its development and continued success.

Join us and help shape the future of premium audio experiences.

Greater London, United Kingdom

Technical Consumer Experience Center Specialist - Sennheiser

164830

Current office location:Marlow, UK
Hybrid with future full remote possibility.

At Sennheiser Consumer Hearing, we design and deliver premium audio products, including award-winning headphones, earbuds and soundbars used by consumers around the world.

As a Tech Consumer Experience Center Specialist, you will play a key role in supporting consumers throughout their journey with our products, helping them resolve technical challenges, answering product-related questions, and delivering outstanding service that builds lasting brand loyalty.

This position combines technical troubleshooting, customer support, and consumer advocacy, supporting consumers across the EMEA region while collaborating with international teams and stakeholders across the business.

• Provide expert technical support to consumers and troubleshoot technical issues
• Provide support across every stage of the consumer journey, from product selection and purchase through to technical support, service, repairs and warranty resolution
• Handle complex and escalated consumer inquiries, taking ownership from initial contact through to resolution
• Perform root cause analysis and identify opportunities to improve processes and consumer experience
• Collaborate closely with Product Management, Logistics, Repair Services, E-Commerce, Finance, and Supply Chain teams

What you'll bring:

• Experience in technical support, customer service, consumer experience, or a similar consumer-facing role. Ideally within consumer electronics or technology products
• Strong technical troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex issues
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to consumers
• Strong attention to detail and the ability to accurately assess and manage consumer cases
• Experience taking ownership of consumer cases, managing them effectively through ticketing or CRM systems from initial contact to resolution
• A collaborative mindset and the ability to work effectively with teams across different functions
• A passion for technology, premium consumer electronics or audio products
• Fluency in English, French is an advantage

What we offer:

• The opportunity to be part of a globally recognised premium audio brand, supporting award-winning headphones, earbuds, and soundbars
• Early access to new product launches and hands‑on product experience
• A supportive and collaborative team, with opportunities to work with international stakeholders across the business
• Structured onboarding and extensive product training
• Exposure to a wide range of business functions, including Product Management, E-Commerce, Logistics, Finance and Supply Chain #LI-NB1

The Sennheiser brand

The Sennheiser brand stands for premium quality in the field of audio products.
At Sonova Consumer Hearing, we develop and offer consumer devices such as headphones, soundbars and speech‑enhanced hearables under the brand license of Sennheiser.

The business is headquartered in Hannover, Germany, and has approximately 650 employees worldwide. To continue to be among the best in the industry, we are always on the lookout for outstanding talent.