As you might have guessed already, the quality of customer support depends on the client group you are in – SBG or GBG. So how to become a GBG client?
Follow the link to find a Meta Business Partner for you: https://www.facebook.com/business/marketing-partners/work-with-a-partner#can_do
Search for a partner that could help you with ads according to your location. Thus, the Meta Business Partner will add you to their Business Manager or you will add a partner to your Business Manager so the system will identify you as a GBG client. After that, once you submit a request to customer support, you’ll get help from professional GBG customer support agents rather than inexperienced SBG customer support agents.
Also, with a bigger effort, you may become a Meta Business Partner yourself and get featured in the partner catalog. You can study the terms and conditions and apply here: https://www.facebook.com/business/marketing-partners/become-a-partner?ref=fmp_nav_bar