Author here and I agree actually. The quote was the first thing I wrote and I never went back to consider if it still made sense for the post as a whole. Given the title (which is maybe more combative than I intended?) I don't think I need it. I'm planning on watching the CEO's announcement today and updating the post. Unless there's a better use for the quote, it'll be gone in the next edit. Thanks for the feedback!
That's . . . not a bad analogy. Only instead of 100 homes (like the condo I lived in with an HOA) imagine thousands of people complaining about their neighbors each day. Sometimes it's the ticky tack lawn nonsense and sometimes it's a leaky water heater flooding the neighbor. (The second happened to my neighbor. Unfortunately, it was my water heater.) Until you understand the scale of what the SO moderators were doing, it's easy to call them "entitled".
But I know it's hard to drum up sympathy for mods (or HOA boards).
I don't know why you say "entitled moderators". If you send any time with them, you'll quickly see the vast majority of the job is drudgery. You wouldn't say "entitled janitors" would you?
Yeah... that's not it. I used to handle escalation tickets on SO and we were handling tickets from the EU years before I joined. Also, that's not how any of this works.
The key word is "average". I'm assuming the former Enterprise customers (large companies like banks who pay for many, many users) are folded into the Teams product now. In any case, a few big customers will skew the average. I'd be interested in median, but that would be a lot less impressive in the annual report.