What you actually want to do with every single employee, every single day is expand the scope of their responsibilities until it breaks.

Build a company that idiots could run because eventually they will.

Treat customer support as a product.

Your goal over time is to use less red ink every day.

The more you simplify, the better people will perform. People can not understand and keep track of a long complicated set of initiatives. So you have to distill it down to one, two, or three things and use a framework they can repeat, they can repeat without thinking about, they can repeat to their friends, they can repeat at night.

What you actually want to do with every single employee, every single day is expand the scope of their responsibilities until it breaks.

You generally know when someone asks you to do something- am I more writing, or am I more editing? The editor is the best metaphor for your job.