Is amy the best person to have as a customer service moderator? For one she doesn't seem to have the time, judging by her responses in her hack releases, and two she doesn't seem to know how to interact with newbies, which from what I can tell is the main group at the site. (the whole, sorry, you don't know enough to install my hacks/deserve support from me thing).
Maybe a better place would be with Paul, as a site coder. I think/assume (hard to say since I can't code) he's a great coder, but his ability to provide 'customer service' is definately limited.
anyways.. just my 2 cents