Zomato is shutting down its customer support operations in Hyderabad, a move that will affect around 240-250 employees, as the food-delivery company restructures its customer support model. The decision was communicated to employees on Monday, August 31.
The move is part of a review of Zomato’s Customer Delight operating model and organisational requirements, rather than a complete withdrawal from in-house customer support. The company plans to consolidate the remaining in-house operations at its Gurugram headquarters.
According to reports, Zomato’s customer support model has changed significantly over the past six months, with a larger share of customer-care work being handled by specialised external partners.
As a result, the in-house support work that remains is being brought together in one location in Gurugram, where it can operate alongside the company’s product, technology, analytics and business teams.
Zomato said the decision to discontinue the Hyderabad operations was not linked to the performance or contribution of the affected employees. The company is instead reorganising its operations and rationalising the size of the team based on its current support model.
The affected employees will receive their August salary along with four months’ pay, including contractual notice pay and a one-time ex-gratia payment, according to NDTV Profit.
The company is also extending medical insurance and counselling support until March 31, 2027. Employees will reportedly be allowed to retain their company-issued laptops and earphones for personal use, while Zomato will provide dedicated outplacement assistance to help them find other opportunities.
The Hyderabad centre’s closure therefore represents a consolidation of Zomato’s in-house customer support operations rather than an end to the company’s customer-care function.
The development comes after Zomato, which operates under parent company Eternal, has continued to review its operating structure as its businesses scale.
FAQs
- Why is Zomato shutting its Hyderabad customer support centre?
Zomato is consolidating its remaining in-house customer support operations in Gurugram, while a larger portion of customer-care work is being handled by external partners. - How many employees will be affected by Zomato’s Hyderabad closure?
Around 240–250 employees are expected to be affected by the shutdown. - Is Zomato shutting down its entire customer support operation?
No. Zomato is retaining in-house customer support in Gurugram while outsourcing a larger share of the function to specialised partners. - What support will affected Zomato employees receive?
Reports say employees will receive their August salary along with four months’ pay, including notice pay and ex-gratia. Medical insurance and counselling support are also being extended until March 2027. - Is the Zomato job cut part of a larger restructuring?
Yes. The Hyderabad closure is part of Zomato’s broader review of its customer support operating model and organisational requirements.
