‘Uniqueness Is Celebrated’: Exploring This Company’s Culture of Care

“I’m always telling everyone I know about how great being part of the Audible team is,” said Sally Sarpong. “I’ve never worked for a company that cared for its customers and employees to this extent.”

While it was Sarpong’s love of books that initially drew her to Audible, it’s Audible’s people-first culture that has kept her there for nearly seven years. “I’m deeply appreciative of the culture of inclusivity and how Audible values of making a difference in the world and our local community,” Sarpong explained. 

Recently, we spoke with the Social Media Lead, who described how Audible embraces inclusivity and celebrates their employees and customers.

How long have you been with Audible?

I joined Audible in October 2014, when I was fresh out of college and struggling to find work. As an avid reader, when I came across the job posting and learned more about Audible and what they offered, it felt like a natural fit.

What roles have you had at Audible?

I started as a frontline phone agent on the Customer Service (CS) team. After about a year, I took a position on the Search and Rescue team in CS, where we specialize in handling repeat contacts with the hope of finding solutions quickly and effectively. About a year and a half later, I joined the Social Care team, where I’ve been for about three years.

What’s something you’re especially good at at work?

I’m naturally very stubborn, and I never give up until I’ve found a resolution. This comes in handy in CS, since we’re usually our customers’ first (and hopefully last) point of contact.

What has enabled you to develop/advance your career without job hopping?

The chance to participate in rotations within the company has helped me a lot with my career development, preventing me from having to commit to a new position or look outside of the company. Rotations have allowed me to temporarily join other teams, where I can try out different roles and learn more about various aspects of the company, in turn allowing me to learn about my passions and talents.

What’s something you think most people don’t know about Audible that you think they should? 

I don’t think many people understand how supportive Audible is. There’s an open door policy with just about anyone in leadership — They’re always happy to listen to our concerns. The level of care and empathy is also something that I have never encountered at any other company. 

The benefits that come with working for Audible and Amazon in general are incredible. 

What was the best quality of the best boss you’ve ever had?

Trust. Having a manager who has faith in my capabilities and ideas, who is always willing to listen to new ideas and help make them a reality, is one of the best feelings you can have. A manager who trusts your judgment and allows you to grow in your position is priceless.

What’s helped keep you productive while working remotely? 

While the pandemic has been challenging, I’ve been able to mostly stay positive and productive by keeping a fairly regular schedule and separating work and personal time. Routine has kept me sane and mostly in control of life in these times of uncertainty. 

How has Audible supported you during the transition to work from home? 

The wellness days and equipment reimbursement program have been a great help while I’ve been working from home. The compassion and understanding that I get from my managers have also been helpful. 

Additionally, the online literature I’ve been provided with, the All Hands meetings and the check-ins we’ve had with leadership have all allowed me to stay abreast of the goings-on at Audible.

How has Audible enabled you to develop/advance your career?

Being able to schedule career-planning meetings with my manager whenever I need to and getting the opportunity to participate in rotations in other departments have really helped me cultivate my own career journey.  

Are there other benefits you find invaluable that have made your employee experience great?

The health insurance benefits and listening recommendations from my colleagues via our (new virtual!) listening wall. I can’t live without my audiobooks now — they mean A LOT to me and my mental health. 

What do you love most about Audible’s culture? 

I love the inclusivity at Audible the most. You’re encouraged to be yourself at every turn, and everyone’s uniqueness is celebrated. 

What do the People Principles mean to you?

“Be Customer Obsessed” is the principle that resonates with me the most. Being a natural empath, I find it very easy to understand customers’ experiences and make it my mission to always be as helpful and compassionate as possible when it comes to doing my job. 

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