Zomato to close Hyderabad support centre; about 250 jobs may be affected
Zomato is reportedly shutting its Hyderabad customer-support centre and moving in-house operations to Gurugram, alongside greater use of outsourcing and automation. Affected employees may receive four months’ salary-equivalent severance, with insurance and counselling support through 31 March 2027.
What happened
Zomato is closing its Hyderabad customer-support centre and shifting in-house operations to Gurugram, potentially affecting about 250 employees. The move
Key facts
- ~250 jobs potentially affected
- 4 months' salary-equivalent severance
- Medical insurance and counselling support until 31 March 2027
- ~500 junior-level employees laid off in April 2025
Why this matters
The consolidation highlights Zomato’s preference for scalable in-house hubs supplemented by outsourced and automated support, potentially increasing the appeal of customer-service technology and BPO partnerships.
What to watch
- Formal employee communication, closure date and whether the reported four-month severance package is confirmed.
- Changes in Zomato customer-support response times, app ratings, complaint volumes and refund-related social-media activity.
- New outsourcing-vendor agreements or hiring growth in Gurugram support, operations, quality and AI-automation roles.
- Management commentary on employee costs, customer-service costs, automation savings and adjusted profitability in upcoming results.
- Evidence of additional office closures, role reductions or centralization across Zomato, Blinkit or associated shared-service teams.
- Labour disputes, employee claims or local political scrutiny related to the Hyderabad layoffs.
- Phase the Hyderabad closure and transfer selected experienced agents, team leads and quality-control staff to Gurugram or remote roles.
- Expand vendor contracts for peak-hour multilingual support while retaining escalations, fraud, safety and high-value customer cases in-house.
- Deploy automated chat, self-service refund flows and AI-assisted agent tools to reduce contact volumes and average handling time.
- Track customer satisfaction, repeat-contact rates, refund leakage, delivery-partner complaints and social-media sentiment during migration.
- Use severance, insurance continuation and counselling to limit litigation, reputational damage and hiring-market backlash.