I suspect part of the problem is uncontrolled growth. Let's say Airbnb needs one rep per thousand listings (I'm just making up numbers here). But Airbnb has no restrictions on a host adding listings, or new hosts registering in any part of the world, to the best of my knowledge.
But where do the new reps come from? They don't magically sprout from the ground. They have to be hired and trained. In a properly functioning company, just the hiring process can take a while.
This would go some way towards explaining why hosts seem to be getting less and less attention from Airbnb, and the reps seem more and more clueless. Their numbers are not rising to keep up with hosts, and their training may also be suffering.
Just a bit of speculation for a early Tuesday morning...