Zomato cuts 250 jobs as it closes Hyderabad support centre
Zomato has shut its Hyderabad Customer Delight centre, affecting about 240 employees, and is consolidating in-house customer support in Gurgaon while shifting more work to external partners. Affected staff will receive four months’ severance, with insurance and counselling support through 31 March 2027.
What happened
Zomato is cutting about 250 jobs after closing its Hyderabad Customer Delight centre and consolidating in-house support in Gurgaon. The company is shifting more
Key facts
- 250 jobs cut
- approximately 240 colleagues affected in Hyderabad
- four months' severance pay
- medical insurance and counselling support until 31 March 2027
- customer-support model changed over the past six months
Why this matters
Zomato’s increased reliance on external support partners may create opportunities for customer-service outsourcing alliances or acquisitions that strengthen scalable service capabilities.
What to watch
- Changes in customer satisfaction, complaint volumes, refund rates, repeat-contact rates and average resolution time after the Hyderabad closure.
- Management commentary on employee-cost savings, outsourcing expense and customer-support quality in subsequent earnings disclosures.
- New hiring, vendor contracts or further site closures in customer service, trust-and-safety, logistics support or other shared-service functions.
- Social-media escalation around delayed refunds, account issues, delivery disputes or inability to reach human agents.
- Competitor messaging or promotions that emphasize customer service reliability or faster issue resolution.
- Expand outsourced customer-support capacity with tighter service-level agreements, quality audits and escalation workflows.
- Redeploy Gurgaon-based internal support toward high-value, fraud, safety and merchant-critical cases.
- Use severance and transition support to limit reputational damage and reduce litigation or employee-relations risk.
- Evaluate additional automation, including AI-assisted self-service and agent tools, to reduce contact volumes before adding internal headcount.
- Track customer-contact metrics by city, issue type and delivery peak to identify whether outsourcing creates service degradation.