Birdie is a software company that provides support teams with tools to request screen recordings from customers and start co-browsing sessions directly within Intercom. The VP of Support, Maxime Manseau, emphasizes the importance of patience and understanding in handling difficult customer situations, qualities he believes are embodied by Marge Simpson from The Simpsons. He highlights that customer service has taught him valuable lessons about empathy and the need to prioritize self-care. Maxime's greatest productivity hack is requesting screen recordings from customers when they face complex issues, allowing him to resolve their requests at first touch. He also shares his favorite emoji in customer chats, which is 🙌, and reveals that he identifies with various titles related to customer support. Throughout the conversation, Maxime emphasizes the importance of teamwork, self-care, and effective communication in customer service, sharing a heartwarming story about helping an employee find a new job after being fired just days before welcoming his newborn child.