Zomato cuts about 250 jobs as it consolidates customer support operations
Zomato has laid off around 250 employees after restructuring customer support, including the closure of its Hyderabad Customer Delight operation. The company is consolidating in-house teams in Gurgaon and moving more support work to external partners, with severance, insurance and counselling support offered to affected staff.
What happened
Zomato is laying off about 250 staff after restructuring customer support, shutting its Hyderabad Customer Delight operation and consolidating in-house teams in
Key facts
- Around 250 employees laid off
- Approximately 240 employees affected in Hyderabad
- Four months of severance pay
- Medical insurance and counselling extended until March 31, 2027
- Customer support operations changed over the past six months
Why this matters
The restructuring highlights potential demand for scalable customer-service outsourcing and automation partners, while underscoring the strategic value of retaining control over high-impact support workflows.
What to watch
- Changes in customer-support response and resolution times after the Hyderabad closure.
- App-store ratings, social-media complaint volume and customer refund/compensation trends.
- Disclosure of employee-cost savings, outsourcing costs or adjusted EBITDA-margin improvement.
- Signs that delivery-partner, restaurant-partner or quick-commerce support operations are also being centralized.
- New hiring for AI support, vendor-management, quality assurance or Gurgaon-based service roles.
- Labor or reputational backlash related to layoffs, severance execution or outsourced-work conditions.
- Expand third-party customer-support contracts with tighter service-level agreements and escalation audits.
- Deploy AI chat and agent-assist tools to deflect routine refund, order-status and delivery queries.
- Retain a centralized in-house team for fraud, safety, high-value customer and regulatory escalations.
- Monitor customer satisfaction, repeat-order rates, refund rates and complaint-resolution time by city and vendor.
- Potentially pursue further corporate-cost rationalization if food-delivery growth or margins weaken.