Treat customer support as a product.

Usually when you hire more engineers, you actually don't get that much more done, you actually sometimes get less done.

The people that work with you should generally come up with their own initiatives.

The key to culture is it's a framework for making decisions. And if it's baked into your culture, people learn how to make decisions across that culture without you ever saying anything. You never have to really do anything except watch and promote and move people around.

Most people will solve the problems they know how to solve. Roughly speaking they will solve B+ problems instead of A+ problems. A+ problems are high impact problems for your company but they're difficult problems.

The most important job of an editor is simplify, simplify simplify, and that usually means omitting things.

Any executive, any CEO should not have 1 management style. Your management style needs to be dictated by your employee.