As the Director of Customer Support at ScreenCloud, a leading digital signage provider with over 10,000 customers worldwide, Plushcap shares their insights on customer service. They believe that great customer service is characterized by being empathetic, proactive, and preemptive. Working in support has taught them to appreciate people's struggles and show them how to reduce stress through the CX offered. Plushcap values human experience and emotions over AI capabilities, and they identify more with "customer support" or "customer experience" roles due to their ability to make a difference throughout the customer journey. Their greatest productivity hack is delegation, and they wish people knew that it's rewarding when you have the right mentality. If they wrote a book about their experiences in customer service, the title would be "There's Always Light at the End of the Tunnel."