I suspect it's much more that Valve is an insanely lightweight company for it's customer base. It has something like 330 employees servicing 100 million customers on the go-to PC gaming platform, and a lot of those employees are working on shiny tech and new games. As a comparison, Rockstar North's facility in Edinburgh has roughly the same employee count (slightly more by Wikipedia's count), and all they do is put out one new game every 5 years or so.
I suspect that if Valve wanted to, it could easily hire lots of people who would be happy to man the customer service helplines and who wouldn't be either able or willing to try to make TF2 levels or whatever.
Maybe the management structure is what limits the size of Valve, though.
I suspect that if Valve wanted to, it could easily hire lots of people who would be happy to man the customer service helplines and who wouldn't be either able or willing to try to make TF2 levels or whatever.
Maybe the management structure is what limits the size of Valve, though.