Create tools that enable people to make decisions at the same level, ideally, of fidelity that that you would make them yourself.

So that's your job too, to clarify and simplify for everybody on your team. The more you simplify the better people will perform.

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.

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

Treat customer support as a product.

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 kinda want to look for the anomalies. You don't actually want to look for the expected behaviour.