Bernard Thomas Leads Audible’s Global Customer Support with Compassion

We may be biased, but we believe Audible’s customer support is really something special. Led by Bernard Thomas, Head of Global Support Operations, the team is motivated by a genuine love of helping people. This is apparent in the way our customer support representatives regularly form bonds with listeners and each other, embodying the culture of care we have worked to build and strengthen over the years.

It’s this atmosphere of care that has helped foster Audible’s Cornerstone program, which recruits, trains and hires people regardless of previous experience, providing life-changing opportunities. And once hired, our customer support representatives are offered numerous pathways to advance their careers, including transitioning into tech roles. Also under Thomas’s leadership, the team has focused on accessibility through trainings on how to support customers who use accessibility tools with Audible’s website and app, and by evolving our website’s help center to be even more inclusive. While our customer support teams have expanded across the globe, Thomas keeps empowering them to operate from a place of “authentic compassion” by modeling it himself.

What’s the most exciting thing about leading at Audible right now?

It’s a really exciting time to be a significant player in the digital media space. The evolution of this industry is being super-charged with innovative technology, a convergence of media and an abundance of outstanding content. Being in a role that shares the Audible story and helps ignite customers’ imaginations is pretty cool!

What drew you to Audible?

I was initially intrigued by the product and its ability to educate, entertain, assist and connect with customers across the world. Second, was the purpose and mission of the company. It’s rewarding to be part of such a community-focused organization that truly contributes to an economic impact on the cities where we operate. But most important are the people, which are the number-one asset at Audible.

As a leader, what’s your superpower?

Authentic compassion is my superpower; it increases the probability that people will be drawn to work for you, learn from you and invest in you. I’m a firm believer that building relationships, encouraging trust and motivating hard effort form the foundation of an authentic leader. This superpower leads to stronger connections and empowers my teams all around the world.

If you could go back and give advice to your younger self when you were first starting your career, what would it be?

I would definitely tell my younger self to take more calculated risks. There is a saying: “Opportunity does not come gift-wrapped. You must take risks.” Risks can help us to try new things, to learn and grow, and to achieve our goals. They also teach us adaptability and a will to overcome challenges.

Lightning Round

• Coffee or tea? Black coffee on weekdays, cappuccino on the weekends.
• Morning person or night owl? Night owl.
• Where are you working from currently? Our amazing headquarters in Newark.
• How long have you been with Audible? Five and a half years.
• Who is your biggest inspiration, career-wise? My mother.
• Dine in or take out? Dining in.
• Favorite hobby Playing basketball.
• Favorite Audible listen, go. Between the World and Me, by Ta-Nehisi Coates, is a great listen.