Zomato shuts Hyderabad customer support centre, lays off 250 employees

Zomato has reportedly shut down its customer support operations in Hyderabad, a move that has resulted in around 250 employees losing their jobs, according to a report by The Economic Times.

The development is part of a broader restructuring of the company's customer support model. The report said Zomato has been gradually shifting a larger share of customer support work to external service providers over the past six months, reducing the need for a sizeable in-house support workforce.

Employees were informed of the decision earlier this week as the company reviewed its operating model and organisational requirements, the report added.

Support operations move closer to core business teams

As part of the restructuring, Zomato is consolidating its in-house customer support operations at its Gurugram headquarters.

According to The Economic Times, the move is intended to bring customer support teams closer to the company's product, technology, analytics and business functions. The consolidation reflects a growing trend among digital businesses seeking tighter integration between customer experience functions and core operational teams.

The company has not publicly announced the closure.

Key details reported

• Around 250 employees have been affected by the Hyderabad closure.
• The decision follows a review of Zomato's customer support operating model.
• More customer support work is being outsourced to external partners.
• In-house support operations are being consolidated in Gurugram.
• Employees were informed of the decision as part of the restructuring process.

Compensation package for affected employees

The report said employees impacted by the closure will receive a separation package that includes salary support and additional benefits.

Reportedly, affected workers will receive:

• Their August salary in full.
• Four months' pay.
• Contractual notice pay.
• A one-time ex gratia payment.
• Continued medical insurance coverage until 31 March 2027.
• Access to counselling support through the same period.

The support package comes as technology and consumer internet firms continue to reassess workforce structures amid changing operating models and increasing automation.

Reflecting a wider industry shift

The move aligns with a broader trend across consumer internet companies, where customer support functions are increasingly being outsourced or supported by automation technologies.

Many digital-first businesses have been seeking to improve efficiency by reducing the scale of in-house support operations while relying on specialist external partners to manage customer interactions.

Industry observers have noted that advances in automation, AI-powered assistance tools and outsourced service models are changing how companies structure customer support teams.

Restructuring follows earlier workforce reductions

The reported job cuts come after a previous workforce reduction at the company.

In April 2025, Zomato reportedly laid off around 500 junior-level employees, highlighting the company's continued efforts to optimise operations and align resources with evolving business priorities.

The latest restructuring indicates that customer support remains a key area of operational review as digital platforms balance service quality, efficiency and cost management.