The job of an editor is to ensure a consistent voice.

You want to start with the objective of everything should feel exactly the same.

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

It's actually a good thing if you do reference checks on somebody and half the people you call say they are a micromanager and the other half say they actually give me a lot of responsibility. That's a feature not a bug.

Treat customer support as a product.

At first when you start a company, everything's gonna feel like a mess and it really should. It should feel like everyday there's a new problem, and what you're doing is fundamentally triaging.

The way you scale that is you create notes for every meeting and send it to the entire company.