Zomato to cut about 250 roles as it shuts Hyderabad support centre
Eternal-owned Zomato is closing its Hyderabad customer-support centre, consolidating in-house operations in Gurugram and increasing use of outsourced customer-care partners. Employees were informed on August 31, with the transition expected over six months.
What happened
Zomato will cut about 250 jobs as it closes its Hyderabad customer-support centre and consolidates in-house operations in Gurugram. The Eternal-owned
Key facts
- Around 250 jobs
- Six months
Why this matters
Greater reliance on outsourced customer care could create partnership or acquisition opportunities in CX automation and scalable support-services providers, while underscoring Zomato’s focus on a leaner operating model.
What to watch
- Customer-support response and resolution times during the transition period.
- Refund rates, cancellation rates and app-store or social-media complaints related to support.
- Whether affected employees receive redeployment offers versus severance-only exits.
- Disclosure of outsourcing-partner additions, expanded contracts or vendor performance issues.
- Any further job cuts or office consolidations across Zomato, Blinkit or other Eternal businesses.
- Evidence that cost savings flow into improved adjusted EBITDA or lower operating-expense growth.
- Ramp outsourced customer-care partners with tighter service-level agreements, quality audits and escalation controls.
- Retain selected Hyderabad employees temporarily for transition, training and knowledge-transfer roles.
- Expand self-service, chatbot and AI-assisted agent tools to reduce human ticket volumes.
- Concentrate higher-complexity escalations and management oversight in Gurugram.
- Review additional support and shared-service locations for utilization, cost and automation potential.