2 days ago
Zomato Shuts Hyderabad Support Centre Amid Customer Service Restructuring
Zomato is changing how it helps customers with questions and problems.
It is closing its customer-support operation in Hyderabad.
About 240 workers are affected, although some reports describe the wider cuts as about 250 jobs.
The remaining Zomato support team will work from Gurugram.
More support tasks will be handled by specialised outside companies.
Zomato says the change is because its business model has changed, not because the workers performed badly.
Affected employees will receive their August salary and four months of additional pay.
Their medical insurance and counselling support will continue until March 31, 2027.
Zomato will also help them find new jobs and let them keep their work laptops and earphones.
Zomato is shutting its Hyderabad Customer Delight operation, affecting approximately 240 employees.
Reports describe the broader workforce reduction as involving around 240 to 250 employees.
Remaining in-house customer-support work will be consolidated in Gurugram.
Zomato has shifted more support work to specialised external partners over the past six months.
Affected employees will receive August salary, four months’ pay, continued benefits and outplacement assistance.
- Who
- Zomato and approximately 240 Hyderabad customer-support employees; reports describe the broader cuts as around 250 jobs.
- What
- Zomato is closing its Hyderabad Customer Delight operation and restructuring customer support.
- Where
- The affected operation is in Hyderabad, while remaining in-house support will be consolidated in Gurugram.
- When
- Employees were informed on Monday; one report also refers to earlier support layoffs in April 2025.
- Why
- Zomato said its customer-support operating model and organisational requirements have changed, with more work moving to specialised external partners.
Zomato’s operating rationale
Employee and service concerns
Reason for the layoffs
Zomato’s operating rationale
Zomato says it is reorganising operations and rationalising team size because its customer-support model and organisational requirements have changed, rather than because of employee performance.
Employee and service concerns
For the approximately 240 Hyderabad employees, the restructuring removes their roles and requires them to seek new employment.
Use of external partners
Zomato’s operating rationale
Zomato is relying more on specialised external partners and consolidating the remaining in-house team in Gurugram to work more closely with product, technology, analytics and business functions.
Employee and service concerns
The articles raise questions about how the smaller in-house team and external-partner model will handle customer queries during India’s festive season, when demand may increase.
Cost and flexibility
Zomato’s operating rationale
One report says outsourcing can convert fixed salary and real-estate costs into variable per-ticket costs that expand or contract with order volumes.
Employee and service concerns
The articles do not establish whether the new arrangement will preserve service quality or how quickly affected workers will find new jobs.
Key facts
- Affected operation
- Zomato’s Hyderabad-based Customer Delight customer-support operation is being discontinued.
- Reported job cuts
- Approximately 240 Hyderabad employees are affected; reports variously describe the wider reduction as around 250 employees.
- Remaining team
- In-house customer-support operations will be consolidated at a single location in Gurugram.
- Operating change
- A larger share of customer-support work has shifted to specialised external partners over the past six months.
- Pay package
- Affected employees will receive their August salary and four months’ pay, including contractual notice pay and a one-time ex gratia payment.
- Continued support
- Medical insurance and counselling support will continue until March 31, 2027.
- Transition assistance
- Zomato will provide outplacement assistance and transfer company-issued laptops and earphones to affected employees for personal use.
Quotes
A person aware of the development
A source familiar with the Hyderabad support-centre closure
“We had to make the difficult decision to discontinue our Customer Delight operations in Hyderabad and organise our in-house operations from a single location in Gurugram.”
financialexpress.com
“Our customer support model has changed significantly over the past six months, with more work now managed through specialised external partners.”
financialexpress.com
Zomato
Food delivery company commenting on its customer support restructuring
“We have decided to reorganise our operations and rationalise the size of the team.”
thehansindia.com
freepressjournal.in
Sources
Zomato Lays Off 240 Employees, Shuts Hyderabad Customer Support Operations
Zomato is cutting 240 jobs just before India's festive season: Why now?
Zomato shuts Hyderabad support centre, around 240 employees laid off
Zomato lays off 250 employees as customer support operations restructured
Zomato Lays Off 250 Employees Amid Restructuring Of Customer Support Operations
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