Customer Service Operations Coordinator — APAC

At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.

The Customer Service (CS) Operations Coordinator — APAC supports the day-to-day operations of Audible's Customer Service across the Asia-Pacific region, including Japan, Australia, and India. Working to clearly defined procedures and under the direction of the CS Manager (International), this role ensures smooth execution of operational tasks across vendor coordination, knowledge management, social media support, and Voice of Customer (VoC) reporting. The coordinator works with CS vendors, internal support teams, and global stakeholders to maintain service quality standards across APAC markets.

You're a self-starter who thrives in dynamic, fast-paced, cross-functional environments. You work efficiently and effectively under pressure, taking initiative to prioritize tasks and manage your own workload without waiting to be told what's next. You have a strong attention to detail and an ability to understand how metrics relate to day-to-day operations — you don't just track numbers, you want to understand what they mean for the customer experience. You possess strong organizational skills with the ability to create order out of chaos and anticipate the needs of customers before they surface. You think creatively about how to better serve our listeners and create an amazing work environment for our contact agents. Excellent written and verbal communication skills are essential — you can clearly share updates and information with team members and cross-functional partners in a professional, courteous manner. You are comfortable working across multiple markets and time zones, and you bring strong communication skills in both English and Japanese. As the CS Operations Coordinator - APAC, you will... - Coordinate with CS vendors and internal teams to support consistent service delivery across Japan, Australia, and India, following established processes and escalating issues as needed - Monitor operational metrics and flag potential issues to the CS Manager, maintaining trackers and reports that provide visibility into APAC service health - Support cross-functional launch activities and new market onboarding within APAC by tracking timelines, following up on action items, and ensuring documentation is current - Support the Vendor Relationship Manager (VRM) with legal escalations, gathering required documentation, tracking case status, and coordinating follow-ups between internal teams and vendors - Maintain and update project trackers, readiness checklists, and operational documentation to ensure team members can easily access the information they need - Support Knowledge Management by creating and maintaining help pages, ensuring content accuracy, and managing article updates across APAC markets - Organize customer feedback sessions and produce regular VoC reports, translating local insights from Japanese to English for global visibility - Handle English-language customer contacts from APAC customers in partnership with CS vendors and support teams, following established procedures - Act as the English-language point of contact for escalating customer-reported technicalissues to engineering and product teams, managing ticket status and tracking resolution progress - Support CS readiness for promotional campaigns by coordinating with marketing and operations teams, managing backfill codes, and ensuring agents are equipped with accurate information. - Coordinate Audible's social media customer support (Twitter/X, Facebook, Instagram) for APAC markets, including localization of global processes and maintaining response blurbs ABOUT AUDIBLE Audible is the