I work on a platform that a lot of customers "hate", or at least get frustrating experiences from. With many vocal on reddit, or in the reviews.

As software engineers, we are nowadays actually expected to handle customer service escalations (ie: when customer service cannot resolve a given situation, and the client is persistent enough, or borderline threatens legal action).

Strangely, I found dealing with those these customer escalations some of the most rewarding work. It feels very real as I read the long winded customer support ticket, feeling the user frustration, and finding the root cause and resolving the issue, or at least being able to understand and explain. Afterwards, internally trying and pushing for changes that would prevent the frustrations and escalations is also very rewarding.

I found this more rewarding than some other initiatives we have internally as they sometimes feel less connected to actual problems that are happening and that nearly everyone ignores.