Zomato has laid off around 240 employees as it shuts down its customer support operations in Hyderabad, according to inc42.com. The company has shifted a larger portion of its customer support to specialised external partners over the past six months. The remaining in-house support team will be consolidated in Gurugram to align closer with Zomato’s product, technology, analytics, and business functions.
The decision follows a review of Zomato’s customer-support operating model and organisational needs, sources told inc42.com. Affected employees will receive their August salary plus four months’ pay, including contractual notice and a one-time ex-gratia payment. Medical insurance and counselling services will continue until March 31, 2027. Zomato will also transfer ownership of company-issued laptops and earphones to the employees and provide outplacement assistance.
This restructuring reflects a broader trend among food delivery platforms to optimise costs by outsourcing customer support. Zomato’s move to consolidate support functions in Gurugram aligns with efforts to integrate support more closely with core business units. The closure of the Hyderabad unit comes amid increased competition and operational recalibrations in the Indian food delivery sector, where companies are focusing on efficiency and technology-driven solutions.
The Hyderabad customer support shutdown affects approximately 240 employees, with the consolidation in Gurugram expected to streamline Zomato’s support operations. The company has not publicly commented on the restructuring as of the latest report from inc42.com.