1. I do have volunteers that assist with support. The app brings in roughly 50,000 support tickets a year, so their help is important.

2. I try to automate everything. Anything that goes to support needs to be handled with the click of a button. Otherwise the smallest task becomes overwhelming when you multiply it by countless users. If I can't automate the task, I try to find a way for the community to get involved in helping.

3. All important changes are reviewed by the community. I consult with the users regarding any design or interface changes. However, users are against the idea of change, and they don't typically know what's best for them. My job is to sort through their feedback, and to make the final decision.