Zomato to close Hyderabad support hub, affecting about 250 employees
Zomato is consolidating customer support in Gurgaon and shifting more work to external partners. Affected Hyderabad employees are set to receive August salary, four months’ pay including notice and ex-gratia, plus insurance and counselling access through March 31, 2027.
What happened
Zomato is shutting Hyderabad customer-support operations and consolidating in Gurgaon as more support shifts to external partners. About 250 employees will
Key facts
- Around 250 Hyderabad customer-support employees affected
- Four months' pay including contractual notice pay and one-time ex-gratia
- Medical insurance and counselling access until March 31, 2027
- Around 500 junior-level positions cut in April 2025
Why this matters
Zomato’s deeper reliance on external support partners highlights potential opportunities in customer-service outsourcing, automation, and vendor-consolidation capabilities.
What to watch
- Changes in app-store reviews, social-media complaint volume and reported customer-support response times.
- Order frequency, cancellation rates, refunds and customer retention in Hyderabad and other major markets.
- New outsourcing/vendor contracts, job postings in Gurgaon or further reductions in city support teams.
- Management commentary on fixed-cost reduction, adjusted EBITDA margins and employee-cost trends.
- Labor complaints, local political attention or litigation related to the Hyderabad closure.
- Increase vendor-managed support capacity with tighter service-level agreements and escalation controls.
- Concentrate complex, high-value and fraud-related cases in Gurgaon while automating routine customer contacts.
- Track complaint rates, refund turnaround, cancellation patterns and repeat-order cohorts during the transition.
- Use severance and extended insurance support to limit reputational damage and employee-relations backlash.
- Assess further consolidation opportunities across corporate support, trust-and-safety and merchant-service workflows.