Bookinglayer is a booking software for businesses with complex booking needs, offering packages that combine accommodation, activities, and/or services. As Customer Success Lead, Plushcap has learned the importance of patience and empathy in dealing with frustrated clients. Despite having experienced excellent customer service from Intercom, Plushcap believes that making customers feel heard and understood is key to satisfaction. However, they have also encountered frustrating experiences, such as a platform's support team not acknowledging or resolving an issue promptly. When explaining their job to an alien, Plushcap emphasizes the need to balance individual needs with long-term goals. They wish people knew that managing expectations can be challenging, especially when dealing with complex systems and limited solutions. Despite these challenges, Plushcap believes that making customers feel heard and understood is essential for loyalty and satisfaction.