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

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.

Treat customer support as a product.

You need to simplify the value proposition in the company's metrics for success on a whiteboard.

You can build the most important companies in history with a very simple to describe concept. You can market products in less than 50 characters. There is no reason why you can't build your company the same way. So force yourself to simplify every initiative, every product, every marketing, everything you do. Basically take out that red and start eliminating stuff.

You are not going to do most of the work. You shouldn't be doing most of the work... and the way you get out of doing most of the work, is you delegate.

It's never a metric, it's where the person is going or not. Metrics are used to make things work better, but don't necessarily make a business better.