Why Vulnerability and Human Connection Matter in Customer Support – A Conversation with Steph Lundberg
As a customer support leader, one of the most valuable lessons I’ve learned is that human connection is at the core of everything we do. Customer support is about more than just solving problems—it’s about being there when people are at their most vulnerable. I recently had an incredible conversation with Steph Lundberg, the brain behind The Support Human and host of the Support Human podcast, about the importance of vulnerability in our industry and how we can balance that with healthy boundaries to avoid burnout.
Steph has been in support for over 10 years, and during our chat, she shared her journey from journalism to nursing and eventually into customer support. Her experience offers valuable insights into how we, as support professionals, can lead with empathy while protecting our own well-being. Here’s what I learned from Steph’s wisdom.
1. Vulnerability in Support: A Strength, Not a Weakness
Steph shared how vulnerability is a critical part of being in customer support. Every interaction we have with customers often comes from a place of frustration or confusion on their end. They need us to step in when they can’t solve a problem on their own, which requires a level of trust—and trust can’t happen without vulnerability.
“We, as support professionals, have to be more vulnerable than most, and that’s hard. It’s one of the reasons we burn out, but it’s also what makes us great at our jobs.”
— Steph Lundberg
This hit home for me because it’s easy to forget how much emotional energy we put into every customer interaction. Acknowledging that vulnerability is essential not just for the customer, but for ourselves, is the first step in building meaningful, empathetic relationships.
2. Setting Boundaries to Prevent Burnout
While vulnerability is important, Steph emphasized the need for healthy boundaries in customer support. Without clear boundaries, we risk burning out, especially when customers are angry or stressed. Steph mentioned how her team focuses on ensuring that they’re not just taking care of their customers but also looking after each other.
“We have to take care of our teams and ourselves. It’s about giving people the space to vent, making sure they get pay raises, and supporting their growth.”
— Steph Lundberg
This really resonated with me. As leaders, we need to make sure that we’re not just asking our teams to give endlessly, but that we’re also giving them the tools and support they need to recharge and feel valued.
3. Human Connection is Priceless
One of the most powerful moments in our conversation was when Steph talked about how human connection can’t be replaced, even with AI. While technology can assist in certain areas, nothing beats the empathy and understanding that a human can offer in times of need. This is something that I feel so passionately about, especially as companies try to automate more of their support functions.
“No amount of AI is going to make up for human connection. You need humans to talk to humans to figure out what those humans need.”
— Steph Lundberg
In a world where technology often dominates, Steph reminded me of the irreplaceable value of genuine human interaction. Customers want to feel heard, understood, and respected—and that’s something only a human being can truly provide.
4. The Power of Personal Growth and Empathy in Leadership
Another key takeaway from our conversation was Steph’s perspective on leadership. She believes that true leadership is about empowering others, fostering a culture of empathy, and making sure that everyone feels like they belong. This is especially true in support, where team members are often dealing with frustrated customers.
“Empathy is critical, not just for customers but for your team. Your team needs to feel like they can come to you when they’re overwhelmed.”
— Steph Lundberg
Steph’s leadership philosophy aligns with how I’ve always tried to run my teams. It’s about making sure your team knows they’re supported, both emotionally and professionally.
5. The Future of Support: Balancing Technology with Humanity
As companies continue to integrate more AI into their support functions, Steph and I discussed the need for balance. While AI can help with certain repetitive tasks, it will never replace the empathy and problem-solving abilities of a human. Steph made it clear that while technology is valuable, it should only enhance—not replace—the human element in customer support.
“There’s a place for AI, but there’s no substitute for the connection between a support professional and a customer.”
— Steph Lundberg
Her insights are a reminder that the future of support will be about finding the right balance between efficiency and empathy. Companies that prioritize human connection, even as they adopt new technologies, will ultimately come out ahead.
Key Takeaways:
Vulnerability is a Strength – Embracing vulnerability allows support professionals to connect with customers and build trust.
Set Boundaries to Avoid Burnout – Clear boundaries and self-care are essential to sustaining a long-term career in customer support.
Human Connection Matters – No matter how advanced AI gets, nothing replaces the empathy and understanding of a human being.
Empathy in Leadership – Great leaders support their teams emotionally, helping them navigate the pressures of customer support.
Balance Technology with Humanity – Use AI as a tool, but never forget that human connection is the core of excellent customer service.
Conclusion: My conversation with Steph was a powerful reminder of why I love working in customer support. It’s a field that requires not only technical skills but also deep empathy and resilience. Steph’s perspective on vulnerability, boundaries, and the importance of human connection is something that I hope resonates with you as much as it did with me.
If you’re looking for ways to enhance your leadership, build better teams, or simply connect more deeply with the people you serve, there’s so much to learn from Steph’s experience. Customer support isn’t just about solving problems—it’s about understanding and caring for the people behind those problems.
