A passive approach will solve nothing. I think you should start applying pressure on the situation until you fix it, break it or get fired.
Dump the US vs Them perspective, align yourself with both views and start barking solutions on how to achieve results in customer support, profit, whatever. Don't ask or seek approval, just start doing it.
Be a leader, stay focused on eliminating waste. You have nothing to lose and everything to gain so start acting that way.
