Zomato reportedly cuts 250 jobs, closes Hyderabad support centre
Zomato is reportedly laying off about 250 employees and shutting its Hyderabad customer-support centre, consolidating in-house support in Gurugram. The company has also increased outsourcing of customer-care work over the past six months.
What happened
Zomato is reportedly cutting about 250 jobs while closing its Hyderabad customer-support centre and consolidating in-house support at Gurugram. The
Key facts
- about 250 jobs
- 6 months
- August 31
Why this matters
Zomato’s support consolidation highlights potential demand for customer-experience outsourcing, automation, and regional service-capacity assets as delivery platforms seek more scalable operating models.
What to watch
- Management confirmation of the reported layoffs, closure timeline, severance costs, and expected annual savings.
- Changes in customer-support response times, app ratings, social-media complaint intensity, and escalation volumes.
- Quarterly changes in adjusted EBITDA margin, employee costs, outsourced-service expenses, and corporate overhead.
- Evidence of additional layoffs, office closures, or shared-services consolidation across food delivery and quick commerce.
- Competitor moves by Swiggy or other platforms to market superior customer support, faster refunds, or merchant-service quality.
- Regulatory or labor scrutiny related to layoffs, outsourcing practices, and employee separation terms.
- Consolidate customer-support operations, processes, and management into Gurugram while winding down the Hyderabad facility.
- Increase outsourced customer-care capacity and renegotiate vendor service-level agreements.
- Deploy more self-service, chatbot, and AI-assisted ticket-routing tools to reduce human support demand.
- Track complaint resolution, refund rates, repeat-order behavior, and delivery-partner or restaurant escalation volumes after the transition.
- Potentially extend centralization and cost-review efforts to other shared-service and back-office functions.