This is the fundamental problem with companies. Far too often we relegate Customer support to this minion role when in reality, they are our eyes and ears into the customer feedback loop. We should stop putting capable people into this role and put our exceptional people. Personally, I plan to put the customer service department under my UX Director's management. If we're to be better companies, we need empathy, and I see no better manager to instill empathy than a UX Manager.