"As a technical person who has worked many customer-facing support roles"

Stopped reading right there.

"I am a technical person who also has ability Y, therefore all technical people should have ability Y."

This is the thinking that would sit Magic Johnson down and say "Your ball game is pretty good, but your golf game is awful. Stop working on your basketball skills and start golf training."

Bottom line: customer support requires ability, certain personality traits, and training. Do not let anyone (technical, non-technical, CFO, anyone) handle customer support if they are not qualified. It will end badly.