The real thing you do is you ask a lot of questions.

Any executive, any CEO should not have 1 management style. Your management style needs to be dictated by your employee.

Treat customer support as a product.

The office environment that people live in and work in, dictates your culture and how people make decisions.

The key to culture is it's a framework for making decisions. And if it's baked into your culture, people learn how to make decisions across that culture without you ever saying anything. You never have to really do anything except watch and promote and move people around.

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.

Don't accept the excuse of complexity.