Zomato to cut about 240 Hyderabad support roles as operations shift to Gurgaon and partners
Zomato parent Eternal is consolidating Customer Delight operations, affecting roughly 240 Hyderabad employees. The company is offering August salary, four months’ pay, medical insurance and counselling support through 31 March 2027.
What happened
Zomato will cut about 240 Hyderabad Customer Delight roles as support operations consolidate in Gurgaon and shift partly to external partners. Parent Eternal is
Key facts
- Approximately 240 employees
- August salary
- Four months' pay
- Counselling support until 31 March 2027
- Six years
- Six months
Why this matters
Eternal’s shift of Customer Delight work toward Gurgaon and partners highlights an appetite for scalable outsourcing and consolidation opportunities in customer-support operations.
What to watch
- Customer-app ratings, social-media complaint volume and order-cancellation/refund trends after the transition.
- Any disclosure of higher customer-support outsourcing expense, lower employee costs or improved contribution margins.
- Further Eternal workforce actions in shared services, Blinkit, Hyperpure or corporate functions.
- Hiring patterns in Gurgaon and new third-party customer-service vendor agreements.
- Restaurant partner complaints about delayed dispute resolution, payout issues or support accessibility.
- Accelerate recruitment or internal transfers for Gurgaon-based support and vendor-management roles.
- Expand outsourcing contracts, automation and AI-led self-service for high-volume customer queries.
- Track customer-contact rates, complaint resolution times, refunds and partner escalation volumes during the migration.
- Review other duplicated corporate and operations support teams for consolidation opportunities.
- Use severance and transition support to reduce labor-relations, employer-brand and attrition risks.
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