Zomato closes Hyderabad support centre, affecting 240–250 employees
Zomato is consolidating its Customer Delight operations in Gurugram and outsourcing some support work to specialised partners. The Hyderabad centre closure follows earlier job cuts and comes alongside reported Q1 FY27 order-value growth.
What happened
Zomato is closing its Hyderabad customer-support centre and consolidating Customer Delight operations in Gurugram, affecting about 240-250 employees. Some staff
Key facts
- 240-250 employees affected in Hyderabad
- 20% net order value growth
- ₹10,769 crore net order value in June quarter
- About 500 junior-level employees laid off in April 2025
- Q1 FY27
Why this matters
Zomato’s move highlights an opportunity for specialised CX outsourcing partners, while potential acquirers should assess whether support consolidation creates capability gaps or partnership openings.
What to watch
- Change in customer complaint rates, app-store reviews, social-media service complaints, and refund-related escalation volumes after the transition.
- Disclosed employee severance costs, restructuring charges, and commentary on expected annual savings.
- Customer Delight metrics such as response time, ticket reopen rates, contact rate per order, and compensation/refund expense.
- Further layoffs, office closures, or outsourcing announcements in support, operations, and corporate functions.
- Whether reported order-value growth converts into improved adjusted EBITDA and contribution margins.
- Signs that delivery partners or restaurant partners face slower support resolution, which could affect supply retention and fulfilment quality.
- Complete employee exits, severance settlements, and transfer of support workflows from Hyderabad to Gurugram and outsourcing partners.
- Set vendor SLAs around first-response time, resolution time, refund accuracy, multilingual coverage, and escalation rates.
- Increase use of chatbots, automated refund decisions, and self-service tools to reduce human-ticket volumes.
- Retain or build an internal specialist escalation team for fraud, safety, high-value customers, and restaurant/delivery-partner disputes.
- Potentially pursue further centralisation of non-core operations if post-closure support metrics remain stable.