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Zomato cuts around 250 jobs, shuts Hyderabad customer support centre
Zomato lays off approximately 250 employees and shuts its Hyderabad customer support centre as part of a restructuring of its customer care operations, consolidating in-house functions in Gurugram. Affected staff will receive severance, benefits and job support.
By Tertius News AI Desk2 distinct · 2 mastheads · 2 articlesVersion 2Coverage Published
Zomato has cut approximately 250 jobs and is shutting its customer support centre in Hyderabad, a restructuring that the company said is driven by changes in its customer service model rather than employee performance.
The food delivery firm has decided to discontinue its Customer Delight operations in Hyderabad and consolidate remaining in-house operations at a single location in Gurgaon, according to an NDTV Profit report. The report said the move affects around 240 employees in Hyderabad.
Zomato told employees about the workforce reduction on August 31, according to an Economic Times report. The company said the decision follows a review of its customer delight operating model.
Restructuring, not cost-cutting
Zomato said the layoffs are part of a restructuring of its customer support plan rather than a cost-cutting exercise. "We have decided to reorganise our operations and rationalise the size of the team," the company said.
The company has over the past six months been shifting a larger share of customer-care work to specialised external partners. The remaining in-house operations will be consolidated into an integrated team in Gurgaon, where they can work more closely with the company's product, technology, analytics and business functions.
Employee support package
Affected employees will receive their August salary along with four months of severance pay, which includes contractual notice pay and a one-time ex gratia payment. Zomato will also extend medical insurance and counselling support until March 31, 2027.
In addition, employees will be allowed to retain their company-issued laptops and earphones for personal use. Zomato will also provide dedicated outplacement assistance to help affected staff secure new roles.
Zomato's customer support operations have undergone significant changes over the past six months as the company relies more on external partners and a smaller in-house team.
How each outlet told it
A framing line is our reading of that outlet's own text — an interpretation, not a quotation and not a fact we assert. Check it against what the outlet published.
Framing: The headline emphasizes the layoff of 250 employees and attributes it to restructuring of customer support operations. — Neutral and factual
Facts Included:
Zomato has reportedly laid off around 250 employees in its latest round of workforce restructuring.
The job cuts follow a review of the company's customer delight operating model and organisational requirements, according to the NDTV Profit report.
Zomato has decided to discontinue its Customer Delight operations in Hyderabad and consolidate its remaining in-house operations at a single location in Gurgaon.
The move affects approximately 240 employees in Hyderabad, the report added.
The company said the decision was driven by changes in its customer support model rather than employee performance.
“We have decided to reorganise our operations and rationalise the size of the team,” it said.
Zomato's customer support operations have undergone significant changes over the past six months, with a larger share of the workload now being handled by specialised external partners.
The in-house operations that remain will be consolidated into an integrated team in Gurgaon, where they can work more closely with the company’s product, technology, analytics and business functions.
According to the report, the affected employees will receive their August salary along with four months of severance pay, which will include contractual notice pay and a one-time ex gratia payment.
The company will also extend medical insurance and counselling support until March 31, 2027, providing additional assistance to employees affected by the restructuring.
employees will be allowed to retain their company-issued laptops and earphones for personal use.
Zomato will also provide dedicated outplacement assistance to help the affected employees find suitable job opportunities.
The latest layoffs come as Zomato continues to reshape its operating model, with greater reliance on external partners for customer support and a smaller, consolidated in-house team handling the remaining functions.
Earlier in the day, the food delivery giant said it has adopted a zero-tolerance policy on the sale of analogue dairy dishes by restaurants listed on its platform with immediate delisting of dishes that partners have declared as containing analogue dairy after the food regulator FSSAI's action on several restaurants.
AI-extracted; can misattribute a claim — see Methodology.
Each row is one claim, attributed to the outlet whose wording states it most clearly. Confidence rates how directly the source text states the claim — explicit and unhedged rates high; hedged, pieced-together, or internally inconsistent statements rate lower. It does not measure whether the claim is true. Status is Contested when two claims on this page negate each other; otherwise it counts the distinct outlets we found asserting it — so a single-source claim can still show high confidence, and a multi-source claim can show medium. Every one of those outlets is named beside the status, so you can check the count against the list. For claims extracted before we began storing that list, the row says so: it names the outlet the claim is quoted from and states that we have not recorded which outlets backed it. Outlets wrote at different times, so a figure that evolves — a casualty count, for example — can legitimately differ between rows; check the "as of" time next to each claim's source.
ClaimAffected employees will receive their August salary along with four months of severance pay, including contractual notice pay and a one-time ex gratia payment.
ClaimZomato has adopted a zero-tolerance policy on the sale of analogue dairy dishes by restaurants listed on its platform, with immediate delisting of dishes that partners have declared as containing analogue dairy after the food regulator FSSAI's action on several restaurants.