How do I handle being stuck between the customer and the company?

It is a lonely spot: you can guide a customer through any organization, and yet each side eyes you as if you secretly belong to the other. Being trusted by no one while serving everyone is genuinely tiring, and you are right to feel the weight of it. Here is a reframe that helps. You are not caught between two sides; you are the bridge that lets them reach each other at all. Neither fully claims you because your job is precisely to belong to both. That is not a failure of loyalty. It is the whole value you provide, even when no one names it. Still, a bridge that carries everything wears down. So protect yourself. Be clear with both sides about what you can and cannot do, and stop absorbing blame that belongs to the situation, not to you. One step: next time you feel squeezed, name the trade-off out loud to both parties instead of quietly carrying it. Let them see the middle you stand in.