A global pandemic is having a significant impact on customer support teams, with many experiencing high levels of stress and burnout. To help their teams navigate difficult conversations and avoid burnout, leaders are providing resources such as regular one-on-ones, emotional support, and training to manage complex conversations. They are also prioritizing mental health above KPIs, recognizing the impact of their team's work on customer loyalty and retention. Automation is being used to take care of repetitive tasks, freeing up support teams to focus on more complex conversations that require a personal touch. Leaders are encouraged to foster fun and connection with their teams, taking time to connect, laugh, and let off steam in order to keep spirits high and relationships strong. Ultimately, leaders need support too, prioritizing their own mental health and seeking help when needed.