Sorry, but I don't find the owner stepping in on a support issue to be impressive. Very few founders have the time (and should be expected to) to actually handle individual support issues. It's a false promise that often makes realized customer support worse while achieving the "image" of good customer service. Individuals don't expect the leaders to be stepping into support issues. They expect leaders to be leading because their time is highly valuable. Not saying it doesn't have it's moments, but most of the time just have better support, and or spend your time listening/interacting, then taking that to your support team. Don't forget the support staff IS PAID TO SUPPORT CUSTOMERS and handle individual issues, just make it happen. 

If you don't have a good support staff, get one, period. Everyone has bad support, it doesn't take much to be better than the competition. That is an example of reasonable people that still believe in the product for now, and need attention for retention. Don't lose them. 

Yes I have a background in managing support and product.