Zomato has reportedly laid off about 240 employees as it shut down its customer-support operations in Hyderabad. The decision came after the company reviewed how its customer support is structured and decided to move more of the work to external partners. The remaining in house support team will now be consolidated in Gurugram, closer to Zomato’s product, technology and analytics teams.
This restructuring is part of a larger shift in how Zomato manages customer service. Over the past year, the company has increased its use of artificial intelligence (AI) and automation, which has reduced the need for large in house support teams. In April last year, Zomato had already cut around 600 customer-support jobs across Gurugram and Hyderabad.
For the affected employees, Zomato has announced a severance package that includes four months’ pay, medical insurance, counselling services until March 2027, and ownership of company issued laptops and earphones. Outplacement assistance will also be provided to help them find new jobs.
The layoffs are limited to the Hyderabad customer-support team, with no similar changes reportedly planned for other teams at present. However, the move highlights how automation and outsourcing are reshaping customer service roles in the food delivery industry.
The layoffs come at a time when food-delivery platforms face growing scrutiny over food safety and hygiene standards, adding pressure on companies to balance compliance, cost control and customer trust. For employees, the closure of the Hyderabad centre means not just job loss but also the end of a workplace community, underscoring how restructuring decisions affect both livelihoods and morale.