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

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

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.

You should have a 1-on-1 roughly every 2 weeks.

Where there are low consequences and you have very low confidence in your own opinion, you should absolutely delegate.

Your goal over time is to use less red ink every day.