The job of an editor is to ensure a consistent voice.
The people that work with you should generally come up with their own initiatives.
If people start going to a desk, some one individual employees desk and they don't report to them... it's a sign that they believe that person can help them. So if you see that consistently, those are your barrels. Just promote them, give them more opportunity as fast as you can.
Treat customer support as a product.
If the Martians took over eBay it would take 6 months for the world to notice.
Every good startup is a cult. And it's really hard to create a cult if you are sharing space with people. Because a cult means you think you are better than every other startup, you have a special way of doing things that's better than anyone else in the world.