Olha Tkachuk started working at Audible’s Berlin hub while she was still a student, and now she’s full time as a Knowledge Specialist on our Customer Care team, helping to keep the articles and information in Audible’s Help Center updated so customers can easily find answers about our continually evolving features, capabilities and content.

What is life like at the hub you’re aligned to?

I work in the Berlin hub and I like getting my coffee in our first-floor common area so I can catch up with people from other teams. My team always has lunch together, and when it’s sunny we go out on our building’s lovely rooftop terrace. We also have biweekly yoga classes in the office (or on the terrace if the weather allows), which is a great opportunity to unwind after a work day.

I also participate in our community impact initiatives whenever there is an opportunity, usually at a local school or helping with the food distribution at organizations that support homeless and underserved people in Berlin, among others.

What was your job experience like when you decided to apply at Audible? And how did you make the decision?

I started as a working student on Audible’s Customer Care team, and after two years, I transitioned to working full time on the Knowledge Management team within Customer Care. I like being able to improve our customers’ experience and being part of larger cross-functional projects and product launches at Audible.

I also like how curious the people that I work with are — it inspires me to also stay curious. During our meetings we always share new learnings, and we’re currently leveraging new AI tools in our daily tasks. I really appreciate having teammates like this and learning new things that I can apply to my work.

What does Audible’s People Principle “Be Customer Obsessed” mean to you, personally? How do you embody that in your daily work?

It means centering my work around the needs of our customers, especially when it comes to improving the Help Center. It’s extremely important for us to listen to our customers in order to provide the best experience, and I also think that, for what we do in Knowledge Management, we need to be one step ahead of our customers when it comes to knowing their needs. That is why I also think our People Principle, “Imagine and Invent Before They Ask,” is important, to ensure that our customers can easily find solutions using Help Center as a self-service tool.

What are some parts of your role that are challenging, and how have you met those challenges?
It can sometimes be challenging to stay on top of things, especially when there are a lot of product updates and launches that must be quickly reflected in the Help Center articles. I prioritize my tasks, and I have a tracker of ongoing projects. I also write down everything I need to do, even small things like sending an email to someone — it helps me stay organized.

Another thing I learned is to never be afraid to ask for help if a certain task starts feeling like too much for me. I know that I can always rely on my teammates and that we have a great support system.

What is something that you’re proud of that’s a result of your working here?

I am proud of (and grateful for) the fact that I was invited to continue working at Audible full time after I finished my studies. I’ve liked the culture and atmosphere here since my first days, and I knew I wanted to stay. I am also proud of working with great people who are extremely supportive, curious and innovative. I learn a lot from them every day.

What are you currently listening to?

Days at the Morisaki Bookshop, by Satoshi Yagisawa. It makes me nostalgic for the time when I lived in Japan. I like how effortlessly this book describes complex relationships between the characters and is written (and narrated, by Catherine Ho) in a way that you can really immerse yourself in the atmosphere of a cozy bookstore in Tokyo.

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