Yes. In a past life I did phone and email support for two wildly different industries (cellular and banking). I helped train new hires during the first couple of weeks that they answered calls, and several times people broke down in tears during the first few days. Average tenure at one company was only 3-4 months. The other managed close to a year.

I don't know how big your startup is, but I'd hazard a guess that you're small enough for your support to still feel "human." I think this is the biggest issue with most bigco CS.