I used to be one of the mods, and the level of interaction with mean spirited people, bad faith posters who don't answer questions honestly, blatant pirates, self-labeled rebels who decide this is the establishment worth spending time fighting, and people just looking for some whataboutism to pick a fight, is insanely high behind the scenes, and very stressful. I understand the concerns from members claiming staff is harsh or in some cases aggressive. I felt that in myself frequently at the time, being at my wit's end only to see yet another new questionable thing that needs investigating. So most of the time if staff come off aggressive, I think it's either justified or at least understandable.
Keep in mind, staff is like four active people and like three or four more who bounce in and out. We're not taking about a union of hundreds of people or a government, were talking about a few dudes who run a website, basically alone.