When Lydia Diaz started working at Audible in 2005 as a customer care representative, “it was much smaller,” she says. “Maybe 20 people” were on her team. Back then, Audible’s offices occupied just two floors in Wayne, New Jersey, with tech, leadership and customer service all sitting near each other.

Even as the company has grown—filling offices in Newark and around the world—Lydia says her team’s mission has stayed the same: to spread the joy of storytelling and make it easy to listen, no matter what you’re doing.

In those early days, when Lydia told friends and family she worked at Audible—a company offering digital audiobooks for download—most had no idea what she meant. Many books hadn’t yet been produced in audio, and those that had were still on cassette tapes or CDs. As Audible worked with publishers to digitize the vast world of storytelling, the catalog grew—as did listenership and a base of passionate supporters.

Lydia recalls “there were so many big names that were excited about Audible from the earliest days—Robin Williams,” with whom Audible had an exclusive audio show. “He was an early investor.”

Soon, Lydia was taking calls from customers in the United Kingdom as well. Around that time, Audible founder Don Katz told employees, “We’re not going to be just a flash in the pan; we’re truly going to be the first stop for audio content and a household name.”

She adds with a smile: “Which we are.”

Don was a big influence on Lydia. When Audible was small, many employees and leaders participated in a book club where they’d listen to and discuss titles together. “It was a joy to talk to him,” she says. “He was a mentor, in the way he was always daring to dream.”

Many leaders at Audible inspired Lydia along the way. A common piece of advice she received: “Don’t hesitate to ask for help if you need it, and don’t hesitate to ask for opportunities if there’s something that piques your interest.”

Following that advice, Lydia made a key move in her second year, when the customer care team expanded to include specialists who could answer more technical questions. “I am very proud to have been part of the creation of that tech team,” she says. “I helped with the documentation of the training software and programs that we implemented to help customers with fast resolutions.”

One of the challenges her new team faced was the rapid expansion of technology. Customers were calling in for help using a widening range of devices. “The team needed to keep pace,” she says. “We were still getting used to MP3 players. Then there were BlackBerrys, Apple’s iPod, and then iPhones. Once the iPhones came, that made it possible to expand what we were offering. Now, everything is truly on the go.”

Eventually, the customer care and tech teams joined forces, creating opportunities for customer care representatives to move into quality assurance (QA)—a potential path into tech that might otherwise have been out of reach.

Four years ago, Lydia transitioned to that QA team, where she now tests new features in Audible’s app for iOS and Android to ensure updates are ready for launch. Working in a tech role is not something she ever imagined doing when she first started out.

Reflecting on her journey at Audible, Lydia says, “I feel pride. Yes, for having a 20-year career—not many people can say that nowadays. But also for the fact that I’ve been able to continue to grow.”

Listening to Audible has played a part in that growth, too. Lydia says, “I’ve been able to help expand my language and vocabulary and learn about authors and genres” she wouldn’t have explored otherwise. One of her first standout listens was Josh Bazell’s Beat the Reaper, narrated by the great Robert Petkoff. “He’s one of my favorites!”

What advice would Lydia give her younger self, starting out in her career?

“Take any opportunity that comes your way, as soon as it comes. Ask for advice. There are people always willing to help you. And your teammates are your friends—get to know them sooner rather than later.” In fact, the friends she’s made at Audible still meet up after work and know each other’s families.

She adds: “And don’t be afraid to fail.”

See open Technology roles at Audible