Zapier's Director of Support Operations, Richard Hall, emphasizes the importance of leveraging the brain trust within a company's support organization to drive innovation and success. With a headcount of close to 100 in the support team, which is almost a third of the entire company, Zapier prioritizes collaboration, knowledge sharing, and empowering its customer support champions to make decisions and have ownership over customer queries. The company's approach focuses on understanding the customer, building a health score to measure success, and providing proactive support at just the right time. By striking a balance between technology and human touch, Zapier aims to create a strong, holistic experience for its customers. Richard's advice for other support leaders is to value the brain trust within their organization and prioritize collaboration, knowledge sharing, and empowering team members to make decisions and drive customer success.