> We’re also hiring for 5 additional support staff to bolster the team by 20% (in addition to the 20% output we’re aiming to recover from going back to 5 days). I’m confident that support levels will be back to the usual levels you’ve come to know and expect in no time at all.

Sounds like that was a staff shortage issue.

"The hope was that the extra time off would reduce stress and make staff happier and more productive. Unfortunately, we found the opposite was true."

That's why you see some companies offer 4 day week to their departments with creative roles and not task-oriented with easily measurable output such as warehouses, a good example is ThredUp company.