Having worked in various customer-facing roles, the author emphasizes the importance of making the customer support experience more human. They argue that Intercom's conversational support platform allows for a more personal approach, where customers can feel understood and empathized with. The author suggests five tips to achieve this: finding "signs of life" such as asking how someone is doing, owning up to mistakes, embracing emojis and GIFs, not forcing it, and looking beyond conversations to gather insights that the product team may miss. By adopting these human-centered approaches, customer support teams can deliver next-level support, build trust with customers, and ultimately drive business growth.