Zomato cuts 250 jobs as it shuts Hyderabad customer-support centre
Zomato has closed its Hyderabad customer-support centre, eliminating about 250 roles as it consolidates in-house support in Gurugram and increases outsourcing. Affected employees will receive August salary, four months’ pay, medical insurance and counselling through March 31, 2027.
What happened
Zomato shut its Hyderabad customer-support centre, cutting about 250 jobs as it consolidates in-house support in Gurugram and outsources more work. Affected
Key facts
- 250 jobs cut
- four months' pay for affected employees
- medical insurance and counselling through March 31, 2027
- around 500 junior-level employees laid off in April 2025
Why this matters
The restructuring suggests Zomato is concentrating internal capabilities in core hubs while using external partners for scalable support, potentially opening opportunities for outsourcing and automation alliances.
What to watch
- Changes in customer complaint volume, app ratings, social-media escalation and reported support response times.
- Order cancellation, refund and compensation trends relative to delivery volumes.
- Further centralization, layoffs or outsourcing announcements in finance, merchant support, logistics or corporate functions.
- Management commentary on adjusted EBITDA margins, employee costs, outsourcing expense and automation adoption.
- Vendor concentration, data-security incidents or labor disputes involving outsourced support partners.
- Increase vendor capacity, quality-assurance audits and SLA-linked outsourcing contracts.
- Deploy more self-service, AI-assisted triage and automated order-resolution tools to reduce human support contacts.
- Retain critical escalation, fraud, partner-support and high-value customer-service roles in-house at Gurugram.
- Monitor customer-contact rates and selectively restore internal staffing if peak-period service metrics weaken.