I think the OP and my own experience with Instacart (see below) highlights the importance of high-quality customer-facing employees for startups. If the CEO has

I think the OP and my own experience with Instacart (see below) highlights the importance of high-quality customer-facing employees for startups. If the CEO has to step in to solve simple problems, you're probably doing it wrong. We had a weird issue with Instacart. We purchased $83.27 worth of groceries. Two items were out of stock so they refunded $10.99. Except... the two items cost more than $10.99. We've been trying to get the right refund but their customer service reps keep saying we already got the refund. Yeah, the wrong amount.