Software is supposed to scale almost for free, they don't need people to actually make the transactions and push the bits by hand, this is all automated.
My guess is they have a lot of sales and an enormous amount of overhead.
According to Price's Law about 100 people are doing half of the work, but of course it is difficult to guess which ones and they still need the other half to be there.
Sure, that may be true, but startups don't suffer for lacking of scaling ability.
Software does not scale with changing requirements for free. Full stop.
They must have changed something either on their product or on their procedures on those 5 years.
That's not overhead, it's business.
Software people think that they're crucial. They are in the sense that the thing has to be built.
But if nothing is bought, the business goes under and the software is scrapped.
"The overhead" makes the business work, makes people buy it and continue using it, helps them when they don't know which buttons to push, which integrations to use, etc.
But you ask how they can productively use the time of 10k people and I think this post is sort of evidence that they couldn't.