There are two things here, first off no one is suggesting that youtube needs to have American call center reps available for every 9 subscriber channel, they're saying they need to have some kind of non-automated support staff. Secondly, this isn't just a youtube thing, google in general is famous for underinvesting in support. There's no reason to think that youtube wouldn't be in the exact same position if it was wildly profitable, like say GCP.