Just ask yourself what are the lowest paying jobs in any company the size of Stripe? There is almost zero incentive for a customer support agent to go the extra

Just ask yourself what are the lowest paying jobs in any company the size of Stripe? There is almost zero incentive for a customer support agent to go the extra mile in case of a more complex problem. And I recommend on reading Delivering Happiness by Tony Hsieh or anything that was written about Zappos customer support department.