Zomato to close Hyderabad support operations, affecting about 240 employees
Zomato is consolidating Customer Delight work in Gurgaon and with external partners after changing its support model. Affected Hyderabad employees will receive four months’ pay, with medical insurance and counselling through March 31, 2027. Separately, the platform delisted dishes flagged over analogue dairy products.
What happened
Zomato will shut its Hyderabad Customer Delight operations, affecting about 240 employees as support work is consolidated in Gurgaon and shifted to external
Key facts
- Approximately 240 employees
- Four months of severance pay
- Medical insurance and counselling support until 31 March 2027
- Customer-support model changed over the past six months
Why this matters
Centralising Customer Delight operations clarifies Zomato’s preference for scalable internal hubs and external partners, potentially creating opportunities to deepen outsourcing and service-technology alliances.
What to watch
- Changes in app-store ratings, social-media complaint volume and reports of delayed refunds or unresolved orders.
- Management commentary on customer-service costs, automation adoption, outsourcing mix and adjusted EBITDA margins.
- Further layoffs, office consolidations or vendor contracts in operations, trust-and-safety, payments or merchant support.
- Delivery-partner and restaurant complaints about escalation quality, payout disputes or account-resolution times.
- Regulatory or consumer-protection scrutiny related to food-labeling, dairy analogue disclosures or platform listing enforcement.
- Shift a larger share of first-line customer contacts to outsourced vendors, chatbots and self-service refund flows.
- Retain or selectively rehire specialist staff for fraud, high-value customer, regulatory and complex merchant escalations.
- Track support vendor SLAs more tightly, including resolution time, repeat-contact rates, refund leakage and customer satisfaction.
- Use the restructuring savings to protect investment in quick commerce, restaurant growth and delivery-partner incentives.
- Increase policy controls around food listing compliance following dish delistings tied to analogue dairy flags.