Zomato to shut Hyderabad support centre, affecting about 250 employees

Zomato is reportedly closing its Hyderabad customer-support centre and centralising operations in Gurugram, affecting around 250 employees. The move follows earlier reported support-staff cuts and recurring churn among delivery partners.

— FiledFri, 4 Sept, 2026, 08:46 IST·First seen Fri, 4 Sept, 2026, 08:45 IST·Source ET Retail

What happened

Zomato is shutting its Hyderabad customer-support centre, affecting about 250 employees, and centralising support at Gurugram. The item also recaps reported

Key facts

  • Around 250 employees affected by Hyderabad support-centre shutdown
  • Close to 5,000 gig workers reportedly dismissed monthly
  • 600 customer-support employees reportedly laid off previously
  • 3% nationwide staff cut previously planned
  • 13% staff cut previously planned during Covid-19
  • About 60 employees previously laid off in Gurugram

Why this matters

For corporate-development teams, Zomato’s support centralisation signals a leaner operating model that may favour scalable technology, automation and outsourced-service partnerships over regional in-house infrastructure.

What to watch

  • Employee statements, labour complaints or local political intervention related to layoffs or severance.
  • Changes in app ratings, social-media complaints, refund complaints and customer-support response-time disclosures.
  • Evidence of further support-centre closures, outsourcing contracts or hiring expansion in Gurugram.
  • Management commentary on adjusted EBITDA, employee costs, customer-acquisition costs and automation adoption.
  • Delivery-partner churn, strike activity, incentive reductions or worsening delivery fulfilment metrics.
  • Competitor positioning by Swiggy and other platforms around service quality, partner support or hiring.
  • Shift customer-support workflows, escalation teams and management roles to Gurugram or third-party vendors.
  • Increase self-service, chatbot and AI-based ticket triage to reduce human support demand.
  • Offer transfers, severance or redeployment to affected Hyderabad employees while managing public-relations fallout.
  • Tighten support KPIs including refund rates, first-response time, resolution time and repeat-contact volume.
  • Review delivery-partner support and incentive costs if order-growth or contribution-margin targets remain under pressure.