Took a look at the Nexon "careers" page

Outsourced doesn't always mean overseas. I used to work at a place that received this type of work from gaming companies.

As for them not knowing anything though. That's probably true. These are minimum wage jobs and there's constantly new people on the team, and the people doing them are not maplestory fans by any length.
Can you put yourself in their shoes, if you were Gm for some game you don't even like or know, and the emphasis is on meeting banning quotas or answering a specific number of tickets, how would you behave?

so is there a complex somewhere filled with low class workers who are GMs for multiple games at one time?